**Level 2 Tech Support Representative****C2 English Proficient****8 Hour Work Shift****Remote**The **Level 2 Tech Support Assistant**will be responsible for providing advanced technical support to end-users remotely.
This position demands a strong understanding of **Microsoft 365**, **network equipment**(routers, switches, firewalls, wireless access points), and expertise in managing and troubleshooting core IT services such as **Active Directory (AD)**, **DNS**, **DHCP**, **IIS**, and **Citrix**.Key Responsibilities:- **Provide advanced remote support**to end-users, handling technical issues related to hardware, software, network connectivity, and user accounts.- Support and troubleshoot **network infrastructure**including routers, switches, wireless access points, and firewalls.- **Administer Active Directory (AD), DNS, DHCP**, and **IIS**configurations to ensure seamless operation of network services.- Manage and troubleshoot **Citrix**environments, ensuring end-users have a smooth and efficient experience.- **Handle escalated service desk tickets**efficiently, providing clear communication and resolutions while adhering to **Service Level Agreements (SLAs)**.- Document technical issues, solutions, and processes to improve knowledge management and internal resources.- Maintain **time management skills**to prioritize support tickets, track progress, and ensure timely resolutions for users.- Collaborate with team members to address complex technical issues and optimize IT workflows.
**Required Qualifications**:- **Bachelor's degree in IT, Computer Science, or related field**, or **4+ years of relevant work experience**in technical support.- Strong proficiency in **Microsoft 365**services and tools.- Experience with **network equipment**(routers, switches, wireless access points, firewalls).- Expertise in managing **Active Directory (AD), DNS, DHCP, IIS**, and **Citrix**platforms.
-**C2-level English proficiency**in both written and verbal communication.
-Previous experience working in a **remote service desk environment**is highly preferred.- Excellent **time management**skills, with the ability to prioritize tasks and handle multiple support requests simultaneously.- Availability to work within **Central Standard Time (CMT)**business hours.
**Start Date**:January 13, 2024Pay: $15,000.00 per monthWork Location: Remote