Remote Tier 2 Technical Support Specialist

Our client is seeking a highly skilled and motivated Remote Tier 2 Technical Support Specialist to join their expanding IT support team. This position is fully remote, offering the flexibility to work from any location within the United States. You will be the primary point of contact for escalated technical issues, providing advanced troubleshooting and resolution for software, hardware, and network problems. The ideal candidate possesses deep technical expertise, exceptional problem-solving abilities, and a passion for delivering outstanding customer service. You will work directly with end-users, IT administrators, and external vendors to diagnose and resolve complex issues, ensuring minimal disruption to business operations. This role requires a strong understanding of various operating systems, network protocols, and common business applications. You will also be responsible for documenting solutions, contributing to the knowledge base, and identifying trends to prevent future issues. Responsibilities include:

• Responding to and resolving escalated technical support requests from Tier 1 support.
• Diagnosing and troubleshooting complex hardware, software, and network issues.
• Providing technical support for operating systems (Windows, macOS), Microsoft Office Suite, and other business-critical applications.
• Assisting with network connectivity issues, including Wi-Fi and VPN troubleshooting.
• Guiding users through step-by-step solutions for technical problems.
• Escalating unresolved issues to appropriate internal teams or external vendors.
• Documenting all support interactions, issues, and resolutions in the ticketing system.
• Creating and maintaining technical documentation and knowledge base articles.
• Identifying recurring technical issues and recommending preventative solutions.
• Participating in regular team meetings and contributing to process improvement initiatives.

Qualifications:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 3 years of experience in technical support, with a focus on advanced troubleshooting (Tier 2 or higher).
• Proficiency in diagnosing and resolving issues with Windows and macOS operating systems.
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with enterprise-level hardware and software troubleshooting.
• Familiarity with remote desktop tools and IT support ticketing systems.
• Excellent analytical and problem-solving skills.
• Outstanding customer service and communication skills, both written and verbal.
• Ability to explain technical concepts clearly to non-technical users.
• Self-disciplined and capable of working effectively in a remote setting.