Responsibilities
- Resolve complex technical issues escalated from Tier 1 support by utilizing in-depth technical knowledge, troubleshooting methodologies, and problem-solving skills. Analyze symptoms, identify root causes, and implement appropriate solutions.
- Take ownership of escalated incidents and manage them through to resolution within defined service level agreements (SLAs). Collaborate with other IT teams and vendors as necessary to expedite incident resolution.
- Serve as a subject matter expert (SME) for specific applications, systems, or technologies. Stay up-to-date with the latest industry trends, best practices, and emerging technologies related to the supported environment.
- Contribute to the creation and maintenance of the knowledge base by documenting known issues, resolutions, and troubleshooting procedures. Ensure accurate and up-to-date documentation to facilitate efficient issue resolution by Tier 1 support and self-service support for end-users.
- Conduct thorough investigations to determine the root cause of complex or recurring issues. Collaborate with other teams to implement preventive measures and recommend process improvements to minimize future incidents.
- Collaborate with Tier 1 support staff, system administrators, network engineers, and other IT teams to resolve escalated issues. Provide guidance, advice, and technical assistance to Tier 1 support personnel to enhance their skills and knowledge.
- Participate in change management processes by reviewing proposed changes, performing impact assessments, and ensuring smooth implementation of changes related to the supported environment.
- Assist in training and mentoring new Tier 2 support staff, sharing knowledge, best practices, and technical expertise to enhance the overall capabilities of the team.
- Identify areas for process improvement, automation, or streamlining support procedures to enhance efficiency, reduce incident resolution time, and improve user satisfaction.
Benefits
- Medical, dental, and vision insurance with competitive plan options
- 401K plan + employer match + immediate vesting
- Employer paid long-term disability insurance + life insurance
- 22 days off per year (15 days of accrued PTO + 7 paid holidays)
- 6 weeks paid parental leave
- Company issued laptop
- Company paid training as necessary
- Opportunities for professional development and growth
- Friendly and collaborative work environment
Work Arrangement
Remote (City/Region)
Team
Structure: Works closely with Tier 1 support staff, system administrators, and other IT teams
Additional Information
- While performing the duties of this job, the employee is constantly required to sit and use hands to type and operate computer and mouse.
- The employee is frequently required to talk, hear, bend and twist neck.
- The employee may be required to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
- Specific vision abilities required by this job include close vision and distance vision.
- The employee is required to have a valid driver’s license and be capable of driving long distances.
- Employee may be required to use their personal vehicle for business purposes.
- On occasion, the employee may be required to travel outside the typical i-Tech service area.
