Offer summary

Qualifications:

Proven experience in IT support beyond entry-level positions., Comprehensive technical knowledge of business systems, networks, and common applications., Excellent communication skills with professional English fluency for clear technical explanations., Strong customer service orientation with a solution-focused approach..

Key responsabilities:

Resolve complex technical issues escalated from Level 1 support.

Provide technical guidance and mentorship to Level 1 support staff.

Create comprehensive documentation of solutions and procedures for knowledge sharing.

Develop and maintain strong relationships with clients who rely on your technical expertise.

Job description

This is a remote position.

Role Name: IT Level 2 Support Specialist (Part-Time)

Schedule:

20 hours per week, Monday to Friday 9AM-1PM PST

Client Timezone: PST

Client Overview

Join a forward-thinking IT services company that prides itself on building lasting relationships with clients through exceptional technical support. This established organization has a strong reputation for reliability and personalized service, with leadership that remains actively involved in client relationships. As part of their growth strategy, they’re expanding their support team to maintain their high standards of service excellence while meeting increasing demand.

Job Description

Take your IT career to new heights as a Level 2 Support Specialist with this client-focused technology company! In this role, you’ll tackle challenging technical issues that require advanced problem-solving skills and deep technical knowledge, providing solutions that clients depend on for their business operations. You’ll have the exciting opportunity to expand your expertise and potentially grow into Level 3 responsibilities over time. This position offers significant professional development in a company that values long-term relationships, technical excellence, and the growth of their team members. You’ll work directly with the help desk manager while providing guidance to Level 1 staff, positioning you as a key technical resource within the organization.

Responsibilities

Resolve complex technical issues that have been escalated from Level 1 support
Apply advanced troubleshooting methodologies to identify and fix challenging problems
Provide technical guidance and mentorship to Level 1 support staff
Create comprehensive documentation of solutions and procedures for knowledge sharing
Communicate effectively with clients about sophisticated technical matters in easy-to-understand terms
Develop and maintain strong relationships with clients who rely on your technical expertise
Identify patterns in recurring issues and propose preventative solutions
Contribute to improving support processes and technical documentation
Take on select Level 3 responsibilities as your skills and experience develop

Requirements

Proven experience in IT support beyond entry-level positions
Comprehensive technical knowledge of business systems, networks, and common applications
Advanced troubleshooting and analytical problem-solving abilities
Excellent communication skills with professional English fluency for clear technical explanations
Demonstrated ability to translate complex technical concepts into understandable language
Reliable high-speed internet connection with backup options to ensure uninterrupted service
Quiet, professional home office environment free from background noise and distractions
Strong customer service orientation with a solution-focused approach
Experience with documentation and knowledge base management
Ability to work both independently and collaboratively within a technical support team
Commitment to continuous learning and staying current with evolving technologies