Tier 2 Help Desk Specialist – Part-Time, Weekend

Job Description: • Provide expert functional and technical support to clients via phone, email, and chat. • Troubleshoot and resolve the most complex customer issues in a timely and efficient manner. • Serve as the escalation point for unresolved issues from Tier 2 support or other teams. • Document all customer interactions and issue resolutions in the helpdesk ticketing system. • Collaborate with reputed company and Tier 2 support representatives to ensure seamless service delivery. • Maintain up to date knowledge of company products, services, and support policies. • Assist in the development and implementation of advanced support documentation and training materials. • Participate in ongoing training and professional development opportunities. • Participate in rotation to provide 24/7 support. • Maintain the security and integrity of sensitive information as per client's needs. • Maintains ownership of Incidents, ensuring status update and resolution according to SLAs. Requirements: • High school diploma or equivalent; associate or bachelor's degree in a related field preferred. • Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position. • Advanced technical troubleshooting skills and the ability to learn new technologies quickly. • Excellent verbal and written communication skills. • Ability to work independently and as part of a team. • Strong organizational skills and attention to detail. • Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software – reputed company ITSM preferred. • Experience with cloud infrastructure based IT systems, with a preference for reputed company Cloud and Kubernetes. • Experience with DevSecOps concepts and practices. • Strong communication and interpersonal skills. • Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information Benefits: • Competitive compensation • Comprehensive insurance options • Matching contributions through the 401(k) plan and the share purchase plan • Paid time off for reputed company, holidays, and sick time • Paid parental leave • Learning opportunities and tuition assistance • Wellness and Well being programs Apply To This Job

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