Tier II IT Support

Description

Respond to and resolve more complex requests or issues reported by customers through various avenues such as email, phone, and online chats.

Escalate unresolved issues to the next level of support team.

Record all customer interactions, transactions, and actions taken into system.

Establish and maintain procedures related to tech support.

Work collaboratively with other support team members to enhance the quality of customer service.

Provide feedback and suggestions for systemic problems or issues.

Update and maintain customer service software and departmental databases.

Train and guide level 1 help desk staff on problem solving.

Guarantee the seamless delivery of services by working closely with third-party vendors.

Help in implementing and testing of new technologies.

Requirements

A minimum of 3 years of experience in customer support or IT Help Desk.

Prefers a Bachelor's degree in computer science or any IT related field.

Strong knowledge of computer software and hardware.

Ability to diagnose and resolve more complex technical issues.

Superb problem-solving, communication, and interpersonal skills.

Able to maintain a high level of ethical conduct regarding confidentiality, professionalism, and reliable work attendance.

Exceptional customer service approach.

Good understanding of network troubleshooting.

Familiarity with remote desktop applications and help desk software.

Ability to manage multiple priorities and follow through on projects to completion.

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .