Offer summary

Qualifications:

Strong knowledge of IT systems, including hardware, software, and networking., Experience in troubleshooting and resolving complex technical issues., Excellent communication and interpersonal skills., Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL are a plus..

Key responsabilities:

Staff an inbound team to support property staff and vendors.

Handle inbound calls, chat, email, and SMS, including escalations from the Call Center.

Create cases, perform initial triage and troubleshooting, and intermediate troubleshooting.

Address various call types related to network issues, account problems, and service complaints.

Job description

As a Helpdesk Tier 2 Technician at Staff4Me, you will be part of a dedicated team providing technical support to our clients. You will be responsible for resolving escalated support tickets, troubleshooting complex issues, and ensuring a high level of customer satisfaction.

Key Responsibilities

Staff an inbound team to support property staff and vendors
Inbound calls, Inbound chat/email/SMS, Escalations from Call Center
Create case, Initial triage and troubleshooting, Intermediate troubleshooting
Call Types: SSID, VLAN, DHCP, Firewall, Account, 802.1x, Bandwidth limiting, Portal changes/Experience changes, Combination of immediate and future requests, Network Outages/performance complaints Escalations
Internet (End-user account issues, Wifi issues, Vlan issues, Speed complaints)
CATV (Missing/Distorted channels, Channel numbering issues, STB MACD, Upgrades/Downgrades)
IOT and other similar services supported.

Requirements

Strong knowledge of IT systems, including hardware, software, and networking.
Experience in troubleshooting and resolving complex technical issues.
Excellent communication and interpersonal skills.
Ability to work independently and prioritize tasks effectively.
Strong problem-solving and analytical skills.
Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL are plus
Associate's or Bachelor's degree in Information Technology or related field is a plus.

Required profile