remote
Tier II Help Desk - Keenlogic
Software Engineer
Seeking a Tier II Help Desk professional to provide advanced technical support and troubleshooting. This remote role focuses on resolving complex user issues and ensuring system stability.
About the role
Key Responsibilities
- Provide advanced technical support and troubleshooting for escalated IT issues.
- Diagnose and resolve hardware, software, and network problems for end-users.
- Document all support activities and resolutions in the ticketing system.
- Collaborate with other IT teams to ensure timely issue resolution.
- Maintain and update knowledge base articles for common issues.
- Monitor system performance and identify potential problems.
Requirements
- Proven experience in a Tier II Help Desk or similar technical support role.
- Strong understanding of operating systems, hardware, and common software applications.
- Proficiency with ticketing systems and remote support tools.
- Excellent problem-solving and analytical skills.
- Effective communication and customer service abilities.