Tier 2 Tech Support

This is a remote position.

Role Name: Tech Support (Tier 2)

Schedule:

• Full-time, Monday to Friday, 6pm to 3am with an hour unpaid break
  

Client Overview

Be part of a forward-thinking managed service provider that’s revolutionizing IT support for a wide array of clients, including educational institutions, healthcare facilities, and diverse businesses. This company is dedicated to delivering top-tier IT solutions, ensuring seamless operations and technological advancement for organizations across multiple sectors. As they expand their global reach, they’re looking for skilled professionals to join their remote team and contribute to their reputation for excellence and innovation in the IT service industry.

Job Description

Step into an exciting and challenging role as a Tier 2 Service Technician, where you’ll be at the forefront of solving complex IT challenges for a diverse and dynamic client base. This position offers a unique opportunity to leverage your advanced technical skills and experience to make a significant impact on clients’ IT infrastructure and operations. You’ll be working with cutting-edge technologies, tackling intricate problems, and playing a crucial role in maintaining and improving critical systems. As a key member of our global IT team, you’ll not only resolve complex issues but also mentor junior technicians, contribute to process improvements, and help shape the future of our IT service delivery. If you’re passionate about technology, thrive on solving difficult problems, and are ready to take your IT career to the next level, this role provides the perfect platform for growth and professional development.

Responsibilities

• Serve as the escalation point for complex IT issues, providing expert-level support and solutions
  
• Tackle and resolve intricate network, server, and application problems that require in-depth technical knowledge
  
• Design and implement IT infrastructure improvements for clients, enhancing their operational efficiency and technological capabilities
  
• Collaborate closely with clients to understand their unique IT needs and develop tailored, innovative solutions
  
• Mentor and guide tier 1 technicians, sharing knowledge, best practices, and fostering their professional growth
  
• Conduct root cause analysis on recurring issues and develop long-term solutions to prevent future occurrences
  
• Stay at the forefront of IT trends and emerging technologies, applying new knowledge to improve service delivery
  
• Contribute to the development of internal knowledge bases, documentation, and support processes
  
• Participate in project planning and implementation, ensuring smooth integration of new technologies and systems
  
• Maintain strong relationships with clients, acting as a trusted advisor for their IT needs
  

Requirements

• Proven experience of 4+ years in IT support, with at least 2 years in a tier 2 or similar advanced role
  
• In-depth knowledge of network protocols, server management, enterprise applications, and cloud technologies
  
• Strong problem-solving skills with the ability to think critically and innovatively under pressure
  
• Excellent communication skills in English, capable of explaining complex technical concepts to both technical and non-technical audiences
  
• Extensive experience with remote support tools, advanced ticketing systems, and IT service management frameworks (e.g., ITIL)
  
• Proficiency in scripting languages and automation tools for efficient problem resolution
  
• Familiarity with IT security best practices and compliance requirements in various industries
  
• Ability to work independently and collaboratively in a global, remote team environment
  
• Flexibility to work Pacific Time zone hours (approximately 6 PM to 3 AM PT)
  
• Relevant IT certifications (e.g., CompTIA A+, Network+, MCSE, CCNA) are highly desirable
  
• Experience supporting clients in education, healthcare, or diverse business environments is a significant advantage