Level 2 Technical Support Specialist (L2)
Overview:
The Level 2 Technical Support Specialist (L2) is responsible for handling more complex technical issues that cannot be resolved by Level 1 support. This role requires deeper technical knowledge and problem-solving skills to assist users with specialized or escalated IT incidents. The L2 Support Specialist will work closely with Level 1 agents, engineers, and end-users to ensure technical problems are resolved in a timely and professional manner.
Key Responsibilities:
- Provide advanced technical support for software, hardware, and network-related issues.
- Analyze, diagnose, and resolve incidents via phone, chat, or remote access tools.
- Guide end-users through technical solutions using clear and professional communication.
- Escalate unresolved or highly complex issues to Level 3 support, including all relevant diagnostic information.
- Configure and troubleshoot advanced software applications (e.g., accounting, design, or video editing tools).
- Resolve network issues involving VPN, firewall, or routing configurations.
- Support system performance optimization and diagnose hardware issues (e.g., disk, memory).
- Assist with system integrations such as ERP, CRM, or CMS platforms.
- Support data migrations and resolve associated technical issues.
- Maintain detailed documentation of issues, resolutions, and updates to the knowledge base.
- Monitor and analyze incident trends to propose proactive technical solutions.
- Review and enhance knowledge base materials for Level 1 support training and guidance.
Required Skills & Qualifications:
- Strong technical knowledge of company products and services.
- Proficiency in diagnostic tools, network systems, and relevant software.
- Solid understanding of industry standards and IT best practices.
- Strong troubleshooting and analytical thinking skills.
- Ability to work under pressure and prioritize tasks effectively.
- Excellent communication and interpersonal skills.
- Experience with remote diagnostic tools and ticketing systems.
Education & Experience:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or related field preferred.
- 5+ years of experience in technical support or help desk environment.
- Certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.
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