Technical Support - Sr

Job Title : Technical Support

Location : Richmond, VA / Wilmington, DE / Plano, TX — 4 days onsite, 1 day remote

Duration : 12 months (with possible extension or conversion)

Join our dynamic Problem Management & Escalations team as a skilled and committed Level 2 IT Support Specialist. In this role, you will deliver exceptional customer service as part of a well-established team responsible for managing escalated incidents from Level 1 Support through our Service Desk. This position primarily focuses on providing remote support for a range of devices, including Windows PCs, Macs, and Mobile Devices.

General Responsibilities :

• Providing remote technical support in a fast-paced environment across multiple divisions, primarily focused on laptops (Windows PCs, Macs) and mobile devices.
• Delivering exceptional, customer-centric service and effectively managing expectations to ensure high satisfaction through clear communication and timely issue resolution.
• Developing and implementing best practices and processes to optimize the L2 Tech Escalations team's effectiveness.
• Maintaining excellent written and verbal communication, actively participating in cross-training initiatives, and contributing to site-level operational readiness and process enhancements.
• Efficiently managing assigned escalations, ad-hoc requests, and additional tasks while proactively identifying and addressing skill gaps.
• Collaborating closely with the team lead, serving as a backup when required, and fostering partnerships across platforms and with organizational stakeholders to expand the team's capabilities.
• Assisting with reports and metrics, providing regular updates to the team lead, and offering support to colleagues as needed.

Must have :

Preferred Qualifications :