Tier 2 Support Technician

Darkhorse Tech

About The Position

As a Tier 2 Support Technician, you will assist clients with technical issues via phone, email, and chat. You will build relationships with clients and help them find solutions while providing exceptional customer service. In this role you will gain exposure to a wide variety of products and services because we assist our clients with technical problems concerning hardware, software, peripheral equipment like phones and printers, and specialized dental imaging products. We also manage routine maintenance and installations for our clients throughout the country.

Requirements

Excellent verbal and written communication skills
Proven time management skills
Proven reliability and the ability to work independently
Excellent customer service skills
Problem solving and troubleshooting skills
2-3 years of tech support experience is preferred
1-2 years of customer service experience is preferred

Nice To Haves

Bachelor’s degree in Information Technology or Computer Science is preferred

Responsibilities

Provide excellent customer service via phone and remote technical support
Walk clients through diagnostic procedures to identify and resolve errors
Communicate with vendors to request service, update, and resolve open tickets
Adhere to established methods for responding to and documenting support requests
Perform maintenance tasks on end user devices
Provide ongoing user training and self-fix solutions to clients
Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
Handle escalations from the Tier 1 Help Desk team
Perform Tier 2 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more
Provide limited Saturday coverage as part of an on-call rotation schedule