onsite
Tier 2 Technical Support Specialist - bedrocktechnology
Software Engineer
Seeking a Tier 2 Technical Support Specialist to provide advanced technical assistance, troubleshoot complex issues, and ensure customer satisfaction. Requires strong problem-solving skills and experience with ticketing systems.
About the role
Key Responsibilities
- Provide advanced technical support and troubleshooting for escalated customer issues.
- Diagnose and resolve complex hardware, software, and network problems.
- Document technical solutions and create knowledge base articles.
- Collaborate with Tier 1 support and engineering teams to resolve issues.
- Maintain high levels of customer satisfaction through effective communication and timely resolution.
Requirements
- Proven experience in a Tier 2 technical support role.
- Proficiency in troubleshooting various operating systems and applications.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow).
- Strong understanding of network fundamentals and common IT infrastructure.
- Excellent communication and problem-solving skills.