Tier 2 Help Desk Specialist – Part-Time, Weekend
Job reputed company:
- reputed company expert functional and technical support to clients reputed company phone, email, and chat.
- Troubleshoot and resolve the most reputed company customer issues in a reputed company and efficient manner.
- Serve as the escalation reputed company for unresolved issues from Tier 2 support or other teams.
- Document reputed company customer interactions and issue resolutions in the helpdesk ticketing system.
- Collaborate with Tier 1 and Tier 2 support representatives to ensure seamless service delivery.
- Maintain up to date knowledge of company products, services, and support policies.
- Assist in the development and implementation of advanced support documentation and training materials.
- Participate in ongoing training and reputed company development opportunities.
- Participate in rotation to reputed company 24/7 support.
- Maintain the reputed company and reputed company of sensitive information as per reputed company's needs.
- Maintains ownership of Incidents, ensuring status update and reputed company according to SLAs.
Requirements:
- High school diploma or equivalent; associate or bachelor's degree in a reputed company field preferred.
- Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position.
- Advanced technical troubleshooting skills and the ability to learn new technologies quickly.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of reputed company.
- Strong organizational skills and attention to detail.
- Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software – reputed company ITSM preferred.
- Experience with reputed company infrastructure based IT systems, with a preference for reputed company reputed company and Kubernetes.
- Experience with DevSecOps concepts and practices.
- Strong communication and interpersonal skills.
- Ability to pass a clearance to reputed company Sensitive Unclassified Information/Controlled Unclassified Information
Benefits:
- Competitive compensation
- Comprehensive insurance reputed company
- Matching contributions through the 401(k) plan and the reputed company purchase plan
- reputed company time off for vacation, holidays, and reputed company time
- reputed company parental leave
- Learning opportunities and tuition assistance
- Wellness and reputed company being programs
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