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L1 & L2 Support - LA

L1 & L2 Support - LA

Tandym GroupUniversal City, CA, United States
5 days ago
Job type
  • Full-time
Job description

A leading company in Los Angeles is currently seeking an L1 & L2 Tech Support professional. This role will provide both first-line support for basic technical issues and advanced support for escalated cases.

About the Opportunity :

This position offers a contract-to-hire opportunity with the potential for extension or conversion.

  • Hybrid or Remote : Hybrid, rotating schedule.
  • Shift : Open to night and weekend shifts.
  • Schedule : 24 / 7 operation.
  • Hours : TBD based on rotation.
  • Setting : IT Support Environment.

Responsibilities :

The L1 & L2 Tech Support will be responsible for :

  • Providing initial support for incoming IT incidents and requests.
  • Responding promptly via phone, email, and ticketing systems.
  • Troubleshooting and resolving technical issues at various levels.
  • Guiding users through solutions or escalating issues as needed.
  • Maintaining records of user interactions and issue resolutions.

    • Qualifications :

  • 1-5 years of IT support experience.
  • Associate's or Bachelor's degree in IT or related field preferred.
  • Relevant certifications such as CompTIA A+ or Network+.
  • Proficiency in Windows, MacOS, Office 365, and networking basics.
  • Familiarity with ticketing tools like ServiceNow or Jira.
  • Excellent communication and customer service skills.
  • Ability to multitask and prioritize in a dynamic environment.
  • Problem-solving and analytical skills.
  • Team collaboration and mentorship abilities.

    • Desired Skills :

  • 3+ years of experience in similar roles.
  • Bachelor's degree in IT or related field.
  • Cisco CCNA certification.
  • Advanced networking skills (TCP / IP, VPN, firewalls).
  • Strong problem-solving and troubleshooting capabilities.
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