Offer summary

Qualifications:

Experience with remote network troubleshooting and diagnostics., Ability to document accurately in IT Glue., Comfort with reading and modifying PowerShell scripts., Willingness to work long-term from home and on night shifts..

Key responsibilities:

Resolve complex technical problems efficiently.

Mentor Tier 1 technicians.

Update ticket information and status daily.

Maintain high ticket closure rates.

Job description

This is a remote position.

SUMMARY
Tier 2 Technicians outside the main call queue, focusing on in-depth research and resolution of complex problems. Involves extended client communication for solution verification. Accurate documentation, including labor records and knowledgebase entries, is essential to support Tier 1 in achieving 15-minute resolutions.

JOB RESPONSIBILITIES

• Efficient problem resolution

• Mentorship for Tier 1.

• Ticket information and status updated daily and promptly.

• Above average ticket closure rate

Requirements

QUALIFICATIONS

• Confidence of and vote from Tier 3 technicians

• Comfortable with remote network troubleshooting and diagnostics

• Accurately documenting client information in IT Glue

• Comfortable catching errors and updating documentation.

• Comfortable reading and making minor modifications to PowerShell scripts.

• Willingness to collaborate and escalate to Pod Leaders / Tier 3 for quick resolution.

• Tool stack basic competency

• Ability to do root cause analysis.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.

• Should be amenable to a permanent night shift schedule.

Required profile

Experience

Industry :

Management Consulting

Spoken language(s):

English

Check out the description to know which languages are mandatory.

Hard Skills

Remote Technical Support Problem Management Internal Documentation Root Cause Analysis Windows PowerShell Business Communication

Other Skills

Mentorship
Collaboration
Self-Confidence

Are you interested?