IT Support Technician - Tier 2

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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 plays a critical role in maintaining the organization's technology systems and ensuring seamless operation for all users. This position involves diagnosing and resolving technical issues, providing exceptional customer service, and supporting end-users with effective solutions. The ideal candidate will work closely with Tier 1 support and various IT teams to mitigate system risks, enhance user experience, and implement best practices in IT support.

Job Responsibilities

• Provide advanced technical support for hardware and software issues escalated from Tier 1 support.
• Diagnose and resolve complex technical problems related to IT infrastructure and end-user devices.
• Assist in the setup, configuration, and maintenance of computer systems, networks, and peripherals.
• Document technical solutions in a clear and concise manner for knowledge base reference.
• Monitor and manage support tickets to ensure timely resolution of issues.
• Collaborate with cross-functional teams on IT projects and system upgrades.
• Train and mentor Tier 1 support staff to enhance overall service quality and efficiency.
• Participate in the development and implementation of IT policies and procedures.

Qualifications

• Associate’s degree in Information Technology, Computer Science, or related field; Bachelor’s degree preferred.
• Minimum of 3 years of experience in IT support, ideally in a Tier 2 or similar role.
• Strong knowledge of computer systems, networks, and troubleshooting techniques.
• Proficiency with Windows, macOS, and Linux operating systems.
• Experience with remote support tools and ticketing systems.
• Excellent communication and interpersonal skills to interact effectively with end-users.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.

Technologies & Tools

The IT Support Technician - Tier 2 utilizes a variety of technologies and tools, including but not limited to remote desktop support applications, incident tracking systems such as JIRA or ServiceNow, network monitoring tools, and standard office productivity software. Knowledge of enterprise resource planning (ERP) systems and familiarity with cloud computing platforms can be beneficial. The role also requires effective use of communication tools for collaboration with team members and end-users.

Ideal Candidates

The ideal candidates for the IT Support Technician - Tier 2 position exhibit characteristics such as resilience, strong analytical skills, and a keen attention to detail. They should demonstrate a passion for technology and a commitment to customer satisfaction. Effective problem-solving abilities and a proactive approach to resolving issues are essential, along with the ability to work collaboratively in a fast-paced environment. Strong organizational skills and a willingness to learn and adapt to new technologies will further enhance their suitability for this position.