As a Helpdesk Tier 2 Specialist, you will provide advanced technical support to resolve complex user issues, ensuring minimal downtime and high customer satisfaction in a dynamic remote environment.

We are seeking a skilled Helpdesk Tier 2 Specialist to join our remote support team at TechSupport Co. In this role, you will handle escalated support tickets from Tier 1, diagnosing and resolving advanced technical issues related to hardware, software, networks, and applications. Your primary focus will be on minimizing resolution times while maintaining exceptional service quality for our diverse client base.

Daily responsibilities include analyzing user-reported problems, performing in-depth diagnostics, implementing solutions, and documenting processes for knowledge base updates. You will collaborate with cross-functional teams to address systemic issues and contribute to process improvements that enhance overall support efficiency.

This position offers the flexibility of remote work, allowing you to support users across various time zones from the comfort of your home. If you thrive in a fast-paced environment and have a passion for technology and customer service, this is an ideal opportunity to advance your IT career.

• At least 2-3 years of experience in IT support or helpdesk roles, with proven expertise in Tier 2 troubleshooting.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking fundamentals, and common software applications.
• Proficiency in ticketing systems such as Zendesk or ServiceNow, and remote support tools like TeamViewer or RDP.
• Excellent problem-solving skills and the ability to communicate technical concepts to non-technical users.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate preferred.
• Ability to work independently in a remote setting with flexible hours.

• Competitive monthly salary with opportunities for performance-based bonuses.
• Fully remote work setup, including reimbursement for home office equipment.
• Comprehensive health, dental, and vision insurance coverage.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development opportunities, such as certification reimbursements and ongoing training.
• Collaborative team environment with access to mentorship from senior IT professionals.