Tier II / III Remote Help Desk

Job Description

Job Description

We are looking for a skilled Tier II / III Remote Help Desk specialist to join our team on a contract basis. In this role, you will provide expert-level technical support to resolve complex issues for a diverse client base. Working remotely, you will handle tickets efficiently while delivering top-notch customer service and maintaining a high level of attention to detail.

Responsibilities :

• Provide Tier II and III technical support for a variety of software, hardware, and network-related issues.
• Troubleshoot and resolve problems with Microsoft 365 applications, including SharePoint and Windows systems.
• Administer and manage Entra ID (Azure AD), user access, and shared folder permissions.
• Diagnose and address network performance concerns, including latency and access point issues, with a focus on Cisco Meraki.
• Configure and troubleshoot Outlook mailboxes, delivery issues, and account access.
• Assist with software deployment, licensing, and device connectivity challenges.
• Escalate high-priority or complex tickets to appropriate teams or stakeholders when necessary.
• Provide clear and detailed communication to end-users, ensuring a positive support experience.
• Contribute to small-scale projects and offer assistance with advanced-level tickets.
• Maintain accurate records of support activities using ticketing systems and remote support tools.
• Minimum of 2 years' experience in IT support at Tier 2 or Tier 3 level.
• Proficient in Microsoft 365, SharePoint, Windows 10, and Entra ID.
• Familiarity with Active Directory administration and network troubleshooting, including Cisco Meraki.
• Competence in handling service desk tickets and utilizing remote support tools.
• Strong problem-solving skills and ability to prioritize tasks effectively.
• Excellent communication abilities to provide exceptional customer service.
• Reliable internet connection and capacity to work independently in a fully remote environment.
• Previous experience in a contract or remote work setting preferred