Tier 2 Support Technician
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Job Description
Tier 2 Support Technician at Darkhorse Tech assisting clients with technical issues. Providing exceptional customer service through remote support and troubleshooting expertise.
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
Requirements:
- 2-3 years of tech support experience is preferred
- 1-2 years of customer service experience is preferred
- Bachelor’s degree in Information Technology or Computer Science is preferred
Benefits:
- Health insurance
- Professional development
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