IT Support Specialist - L2 (3rd Shift & Weekends)

Description

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We are seeking an experienced and motivated Tier 2 IT Support Specialist to join our remote IT support team. In this role, you will serve as an escalation point for complex technical issues unresolved by Tier 1 support during the weekdays. Weekend shift role is typically first line response to client incidents, service requests as well as responding to monitoring event alarms.  You’ll provide remote assistance to end users across multiple environments, supporting hardware, software, network, and access management issues. This position requires excellent problem-solving skills, strong communication, and a customer-first mindset.

Key Responsibilities

Phone Support :

• First point of contact for all inbound calls in the Support Call phone queue, outside of working hours. Screen all calls, assign priority, address issues and requests, or route as required.
• Conduct outbound calls to customers, clients, vendors, etc. as required.
• Special handling of calls as required (Sales).
• Must be mature, self-actualized, patient with end-users, and able to deal with varying levels of client disaffection.

Customer Support / CRM :

Tier 2 Support :

Skills, Knowledge & Expertise

Experience :

Education

Education :

We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.