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Tier 2 Support Analyst
- belfast, northern ireland, BT2 7JD, United Kingdom
- Permanent·Remote
- Full time
- £30,000 - £30,000 Per Annum
Job Description
About the Role
Our client is seeking a skilled Tier 2 Support Analyst to join their expanding support team remotely, supporting clients across Northern Ireland and beyond. In this critical role, you will handle escalated customer issues, providing in-depth technical analysis and resolution. You will work closely with Tier 1 support and engineering teams to ensure seamless service delivery and client satisfaction. This position requires a proactive problem-solver with excellent technical aptitude and communication skills, dedicated to maintaining high standards of technical support, operating from a remote capacity.
Key Responsibilities
- Investigate, diagnose, and resolve complex technical issues escalated from Tier 1 support.
- Provide expert technical assistance and guidance to end-users and internal teams.
- Document all troubleshooting steps, resolutions, and root cause analyses in the ticketing system .
- Collaborate with engineering and development teams to identify and fix software bugs and product issues.
- Contribute to the knowledge base by creating and updating technical articles and FAQs.
- Monitor system performance and identify potential issues before they impact users.
Requirements
- Minimum 3 years of experience in a technical support role, with significant experience in Tier 2 or higher.
- Proficiency in diagnosing and resolving issues related to operating systems, applications, and network connectivity.
- Experience with remote support tools and methodologies.
- Strong analytical and problem-solving abilities.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Experience working in a remote IT support environment is highly preferred.
Benefits
- Competitive salary commensurate with experience.
- Fully remote work opportunity, offering flexibility and work-life balance.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off and company holidays.
- Opportunities for professional growth and certifications in Belfast .