Job Overview
As a Level 2 Help Desk Support Agent, you will serve as a dedicated technical resource for Lightning , providing advanced troubleshooting and support for a range of IT issues. You will be responsible for resolving complex technical problems, managing and updating support tickets, and ensuring high-quality communication and service continuity. This is a full-time, remote position with opportunities for growth and additional responsibilities as the team expands.
Key Responsibilities:
Technical Troubleshooting:
- Resolve complex technical issues related to operating systems, networking, Office 365, Active Directory, and other client environments.
- Perform remote diagnostics and triage to identify and resolve user issues efficiently.
Ticket Management:
- Prioritize and manage open tickets based on severity and client Service Level Agreements (SLAs).
- Update and track tickets with accurate, real-time documentation.
Escalation Management:
- Identify issues requiring escalation to senior engineers and provide thorough handoffs with complete documentation.
Communication:
- Communicate professionally with clients via email, phone, and Microsoft Teams.
- Maintain clear and timely updates to clients regarding ticket status and resolutions.
Shift Logs & Reporting:
- Record daily shift activities, resolutions, and pending issues for follow-up.
- Ensure completion of all client resolutions, including next-day follow-ups.
- Prepare daily shift summaries, weekly status reports (ticket volumes, response times, resolution rates), and monthly performance reviews (KPI analysis)
Required Skills & Qualifications:
- Minimum 2 years of experience in a Level 2 IT support or help desk role.
- Strong knowledge of Windows 11, networking, Office 365, and Active Directory.
- Experience with remote support tools and ticketing systems (e.g., Autotask, ConnectWise, Zendesk).
- Excellent troubleshooting and problem-solving skills.
- Strong written and verbal communication skills.
- Ability to manage multiple tickets and prioritize tasks based on urgency and impact.
- High attention to detail and commitment to accurate documentation.
