Help Desk Support Specialist

About the role

The Functionary is looking for a skilled, customer-focused Help Desk Level 2 Technician to join its technical support team. The role involves troubleshooting complex technical issues and helping customers find solutions.

Responsibilities

• Provide Level 2 technical support and resolve escalated issues beyond the Level 1 scope.
• Diagnose issues involving computer systems, software, devices, and connectivity.
• Troubleshoot routers, modems, internet connectivity, and other networking issues.
• Support technical issues involving connected devices and IoT-related technologies.
• Communicate clearly and professionally with customers while providing technical solutions.
• Track incidents, document troubleshooting steps, provide updates, and ensure proper resolution or escalation.
• Collaborate with Level 1 support and other internal teams to resolve complex technical issues.

Requirements

• Previous experience in Help Desk, Technical Support, IT Support, or Customer Technical Support.
• Experience handling Level 2 or escalated technical issues.
• Strong knowledge of computer systems, hardware, and software troubleshooting.
• Understanding of networking fundamentals and experience troubleshooting routers, modems, and connectivity issues.
• Knowledge of or exposure to IoT and connected technologies.
• Experience in a high-volume customer service or technical support environment.
• Strong problem-solving and multitasking skills, and excellent verbal and written communication skills.

How to apply

Apply directly on CazVid.

Datos clave

• The role provides Level 2 technical support for escalated issues beyond the Level 1 scope.
• Requirements include experience in Help Desk, Technical Support, IT Support, or Customer Technical Support.
• The work includes troubleshooting hardware, software, connectivity, networking, and connected devices.