2nd Level Support Technician
Position Overview
Providing advanced technical support to the organization's clients, resolving complex issues that have been escalated from the1st Level Support team. This position requires a strong technical background, excellent problem-solving skills, and a commitment to delivering high-quality customer service.
Responsibilities
- Provide advanced technical support for hardware and software issues, including operating systems such as Windows, macOS, and Linux.
- Troubleshoot and resolve escalated technical problems, ensuring timely and effective solutions for clients.
- Collaborate with the1st Level Support team to identify recurring issues and develop strategies for resolution.
- Assist in the configuration and management of network services, including TCP/IP, DNS, and DHCP.
- Document and track support requests and resolutions in our ticketing system, maintaining accurate records for future reference.
- Participate in the development and implementation of IT support processes and best practices.
- Stay current with industry trends and emerging technologies to enhance support capabilities.
Qualifications
- A degree in Information Technology, Computer Science, or a related field is advantageous but not always required. Vocational training in IT, such as a Fachinformatiker (IT specialist) or IT-Systemelektroniker, is typically sufficient.
- Proficiency in troubleshooting and supporting hardware and software issues across various operating systems (Windows, macOS, Linux).
- Understanding of fundamental networking concepts such as TCP/IP, DNS, and DHCP.
- Typically, 0-2 years of experience in IT support or a related role. Entry-level positions are available for candidates with minimal experience if they demonstrate strong technical aptitude and a willingness to learn.
- Strong analytical and problem-solving skills, with the ability to work under pressure.
- Excellent communication skills and a customer-oriented approach.
- Ability to work independently and collaboratively within a team.