Technical Support Agent - Tier 2

About the Role

Our client seeks a skilled Technical Support Agent (Tier 2) to join their growing team in Manchester . This role focuses on resolving more complex technical issues that are escalated from Tier 1 support. You will be instrumental in diagnosing and solving a wide range of technical problems for users, ensuring minimal disruption to their operations. The ideal candidate possesses strong analytical skills, deep technical knowledge, and a commitment to customer satisfaction. This remote position allows for flexible working while contributing to a vital support function.

Key Responsibilities

• Diagnose and resolve advanced hardware, software, and network issues reported by customers.
• Provide remote technical assistance and support for complex system problems.
• Escalate unresolved issues to senior engineers or appropriate departments with detailed documentation.
• Create and maintain technical documentation, including troubleshooting guides and resolution steps.
• Collaborate with the Tier 1 support team to identify trends and areas for training.
• Stay updated on the latest technology trends and product updates to provide informed support.

Requirements

• Minimum of 2 years of experience in technical support , preferably at Tier 2 level.
• Strong knowledge of operating systems (Windows, macOS), networking protocols, and common software applications.
• Experience with remote support tools and ticketing systems .
• Excellent diagnostic and problem-solving abilities.
• Ability to communicate technical information clearly and effectively.
• Relevant certifications (e.g., CompTIA A+, Network+) are a plus.

Benefits

• Competitive salary commensurate with experience.
• Fully remote working arrangement, providing flexibility and work-life balance.
• Comprehensive health and wellness benefits.
• Opportunities for continuous learning and professional certifications.
• A dynamic and supportive virtual team environment.