1981 - IT Support Representative - Tier 2

Este es un puesto de trabajo remoto.

We are looking for an experienced IT Support Representative – Tier 2 to provide advanced technical support, troubleshoot complex IT issues, manage incidents, and ensure business continuity. The ideal candidate should have strong technical expertise, excellent problem-solving skills, and a customer-focused mindset.

Requisitos

• 3+ years of hands-on IT Support experience, including at least 2 years in Tier 2 Support, Advanced Help Desk, or Desktop Support.

• Strong experience with Microsoft 365, including Outlook, Teams, OneDrive, SharePoint Online, and Exchange Online.

• Proficiency in Windows 10/11 administration, troubleshooting, and endpoint management.

• Experience with Microsoft Entra ID (Azure AD), Active Directory, user provisioning, permissions, and MFA.

• Knowledge of networking fundamentals, including VPN, DNS, DHCP, Wi-Fi, and LAN/WAN connectivity.

• Experience with Jira Service Management (JSM), incident management, ticket tracking, and SLA compliance.

• Strong troubleshooting, root cause analysis, and problem-solving skills.

• Experience supporting SaaS applications, hardware, software, and remote users.

• Excellent communication, customer service, and organizational skills.

• Ability to work independently in a remote environment.

• Preferred: CompTIA or Microsoft certifications and experience with Intune, Autopilot, or similar endpoint management tools.

Responsibilities

• Provide advanced Tier 2 technical support for hardware, software, networks, endpoints, and enterprise applications.

• Troubleshoot and resolve complex technical incidents, minimizing unnecessary escalations.

• Support and administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.

• Manage user accounts, permissions, authentication, and access through Microsoft Entra ID and Active Directory.

• Diagnose connectivity issues involving VPN, DNS, DHCP, Wi-Fi, and corporate networks.

• Manage incidents, service requests, and escalations through Jira Service Management while ensuring SLA compliance.

• Perform root cause analysis, document technical solutions, and prevent recurring incidents.

• Configure, maintain, and troubleshoot Windows devices, software, and peripherals.

• Serve as an escalation point for Tier 1 and collaborate with Tier 3, Infrastructure, Security, and Engineering teams.

• Maintain technical documentation, contribute to knowledge base articles, and support continuous process improvement.