Overview
On Site
Competitive
Full Time
Skills
IT Support Help Desk Level 2 and 3
Job Details
Our client is seeking a Technical Support/IT Specialist that will be technical supporting Level 2 to 3 through multiple channels, ensuring timely and effective resolution of escalated issues
Responsibilities:
Responsibilities:
- Investigate and replicate complex technical problems to identify root causes and implement durable solutions
- Monitor a nationwide digital infrastructure daily and proactively resolve anomalies to maintain system reliability
- Serve as a key escalation point for internal teams, offering expert guidance and fast action when issues arise
- Configure and support media delivery hardware and endpoint devices remotely
- Guide clients through remote setup and onboarding of new equipment
- Oversee the return merchandise process with a focus on accuracy and timely resolution
- Collaborate with cross-functional teams, including client services and implementation groups, to ensure successful rollouts
- Maintain comprehensive case documentation and contribute to internal knowledge resources
- Help enhance support workflows and tooling to improve team efficiency and service quality
- Consistently meet performance goals, including response time benchmarks and project milestones
- 3+ years in a technical support role involving both software platforms and physical hardware
- Comfortable using remote support software and CRM/ticketing systems
- Familiarity with content management platforms and digital content distribution (a plus)
- Reliable work habits and a strong sense of ownership over client success
- A proactive mindset focused on delivering consistent, high-quality support
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