Tier 2 Technical Support Specialist
Role Overview
The Tier 2 Technical Support Specialist provides advanced technical support to customers and serves as an escalation point for complex issues. This role focuses on troubleshooting hardware, software, and network-related problems while maintaining strong queue performance and service level metrics.
Key Responsibilities
ā¢ Provide direct technical support to customers via phone, email, and ticketing systems
ā¢ Troubleshoot and resolve complex hardware, software, and network issues
ā¢ Install and configure DTiQ systems remotely
ā¢ Escalate issues when necessary and collaborate with internal teams to ensure resolution
ā¢ Maintain ticket queue performance and meet SLA and productivity targets
ā¢ Document issues and solutions clearly and accurately
Schedule
ā¢ As needed
Required Qualifications
ā¢ Strong English communication skills (spoken and written)
ā¢ Solid understanding of computer hardware and networking fundamentals
ā¢ Knowledge of Windows operating systems
ā¢ Experience in technical support or help desk environments
ā¢ Strong troubleshooting and problem-solving skills
ā¢ Ability to work independently and as part of a team
Preferred Qualifications
ā¢ Fluent in Spanish
ā¢ CompTIA or other technical certifications
ā¢ IT degree (completed or in progress)
ā¢ Experience in surveillance, POS systems, or loss prevention technologies
The Tier 2 Technical Support Specialist provides advanced technical support to customers and serves as an escalation point for complex issues. This role focuses on troubleshooting hardware, software, and network-related problems while maintaining strong queue performance and service level metrics.
Key Responsibilities
ā¢ Provide direct technical support to customers via phone, email, and ticketing systems
ā¢ Troubleshoot and resolve complex hardware, software, and network issues
ā¢ Install and configure DTiQ systems remotely
ā¢ Escalate issues when necessary and collaborate with internal teams to ensure resolution
ā¢ Maintain ticket queue performance and meet SLA and productivity targets
ā¢ Document issues and solutions clearly and accurately
Schedule
ā¢ As needed
Required Qualifications
ā¢ Strong English communication skills (spoken and written)
ā¢ Solid understanding of computer hardware and networking fundamentals
ā¢ Knowledge of Windows operating systems
ā¢ Experience in technical support or help desk environments
ā¢ Strong troubleshooting and problem-solving skills
ā¢ Ability to work independently and as part of a team
Preferred Qualifications
ā¢ Fluent in Spanish
ā¢ CompTIA or other technical certifications
ā¢ IT degree (completed or in progress)
ā¢ Experience in surveillance, POS systems, or loss prevention technologies