About the Role
A Service Desk Level 2 professional to provide advanced technical support and resolve complex issues that go beyond Level 1 capabilities. This role requires strong troubleshooting skills, analytical thinking, and a commitment to delivering excellent customer service.
Key Responsibilities
- Provides Tier 2 support.
- Troubleshoots and resolves complex issues including:
- - Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
- Assisting with resolution of Issues with network connectivity, printing and remote access to
desktop equipment.
- Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
- Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
- Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
- Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
Key Qualifications
- Bachelor's Degree or High School Diploma
- Minimum 2+ years experience in area of responsibility
- ITIL foundation certified
- Retail experience is a plus
