About the job
As a Tier 2 Technical Support Engineer at staff4me, you will be at the forefront of providing exceptional service to our clients through effective troubleshooting and resolution of technical issues. You will handle service tickets and requests for both local and remote network support, ensuring that all service level agreements (SLAs) are met.
Your daily responsibilities will involve diagnosing and resolving a wide range of issues related to hardware, software, applications, networks, and user access. You will collaborate closely with network services, software systems engineering, and applications development teams to restore services and identify core problems efficiently.
Key Responsibilities
- Coordinate with internal staff, property management groups, ISPs, and other vendors to ensure smooth execution of change orders with minimal service disruptions.
- Conduct thorough network monitoring and troubleshooting to diagnose hardware and ISP issues.
- Comply with both general and property-specific SLAs.
- Manage escalated support tickets from Tier 1 and outsourced teams, providing expert resolution.
- Identify and analyze larger systemic issues, collaborating with Tier 3 agents for resolution.
- Leverage advanced network knowledge to educate clients and propose effective solutions.
- Facilitate ongoing training and development for Tier 1 support agents.
- Examine support ticket trends to diagnose root causes and implement corrective actions.
- Work collaboratively with various departments to ensure client requests are processed efficiently.
- Provide valuable insights to Tier 3 agents and support managers to refine best practices and standard operating procedures (SOPs).
- Maintain meticulous documentation of issues, aggregating data from multiple sources for thorough analysis.
