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.
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