Job Description:

Job Summary:The Tier 2 Technical Support Specialist provides advanced technical support to end-users, ensuring efficient resolution of complex issues that require in-depth knowledge of the company's products and services. This role serves as an escalation point for Tier 1 support and collaborates with various departments to ensure comprehensive problem resolution and excellent customer satisfaction.Key Responsibilities:Respond to and resolve technical support requests escalated from Tier 1 support within established SLA guidelines.Diagnose and troubleshoot complex hardware, software, and network issues.Document all support activities and resolutions in the ticketing system.Provide advanced support for a wide range of products, including operating systems, applications, and networking.Assist in the deployment, configuration, and maintenance of software and hardware.Deliver exceptional customer service, ensuring timely and effective communication with end-users.Educate and assist users in understanding product features, best practices, and troubleshooting techniques.Work closely with Tier 1 support to ensure a seamless transition of issues that require escalation.Liaise with internal teams (e.g., development, QA) to resolve issues that require specialized knowledge.Provide feedback to improve product development and user documentation based on common support issues.Qualifications:Minimum of 2-4 years of experience in a technical support role, preferably in a Tier 2 or higher capacity.Proven experience in troubleshooting and resolving complex technical issues.Proficiency in operating systems (Windows, macOS, Linux).Strong knowledge of networking concepts (TCPIP, DNS, DHCP).Familiarity with common software applications and tools (e.g., Microsoft Office, VPN clients)Experience with ticketing systems and remote support tools.