IT Support Technician - Tier 2

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

Written by AI from the job title and company, not by Angi, so some details may not match this job. The employer's own page has the real description.

Job Overview

The IT Support Technician - Tier 2 at Angi will play a crucial role in providing advanced technical support and troubleshooting assistance for various IT-related issues. This position will require a strong analytical mindset to diagnose problems, report findings, and implement solutions. The successful candidate will work collaboratively with both Tier 1 technicians and other IT departments to ensure seamless support for all employees and customers. Exceptional communication skills and a customer-oriented approach are essential to this dynamic role.

Job Responsibilities

• Provide technical support for hardware, software, and network issues escalated from Tier 1 support.
• Diagnose and resolve complex technical issues related to desktops, laptops, and mobile devices.
• Install, configure, and maintain IT equipment including network devices, printers, and peripherals.
• Document and track technical problems and solutions in the incident management system.
• Assist in the development and implementation of IT policies and procedures.
• Conduct training sessions for end-users to enhance their understanding of IT systems and tools.
• Participate in IT projects and initiatives aimed at improving service delivery and operational efficiency.
• Collaborate with other IT teams to ensure system and network performance is optimized.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• A minimum of 3 years of experience in IT support, with at least 1 year in a Tier 2 or equivalent role.
• Proficient in troubleshooting and resolving Windows and Mac OS related issues.
• Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPNs.
• Experience with ticketing systems and remote support tools.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.

Technologies & Tools

The IT Support Technician - Tier 2 will utilize a variety of technologies and tools crucial for support operations. These include, but are not limited to, ticketing systems such as Jira or ServiceNow, remote administration tools like TeamViewer or LogMeIn, and endpoint management solutions such as Microsoft Endpoint Configuration Manager. The technician will also work with various software applications, both proprietary and third-party, to facilitate troubleshooting and system management.

Ideal Candidates

Ideal candidates for the IT Support Technician - Tier 2 position at Angi will possess a strong commitment to customer service and demonstrate resilience in problem-solving. They should be proactive in their approach, with a keen ability to manage multiple tasks effectively in a fast-paced environment. Those who thrive in collaborative settings, have a strong appetite for learning, and exhibit a service-oriented mindset will find themselves well-suited for this role. Furthermore, candidates should be comfortable communicating technical information to non-technical users, ensuring clarity and understanding at all levels of the organization.