Tier 2 Technical Support Specialist

Role Overview

The Tier 2 Technical Support Specialist provides advanced technical support to customers and serves as an escalation point for complex issues. This role focuses on troubleshooting hardware, software, and network-related problems while maintaining strong queue performance and service level metrics.

Key Responsibilities
• Provide direct technical support to customers via phone, email, and ticketing systems
• Troubleshoot and resolve complex hardware, software, and network issues
• Install and configure DTiQ systems remotely
• Escalate issues when necessary and collaborate with internal teams to ensure resolution
• Maintain ticket queue performance and meet SLA and productivity targets
• Document issues and solutions clearly and accurately

Schedule
• As needed

Required Qualifications
• Strong English communication skills (spoken and written)
• Solid understanding of computer hardware and networking fundamentals
• Knowledge of Windows operating systems
• Experience in technical support or help desk environments
• Strong troubleshooting and problem-solving skills
• Ability to work independently and as part of a team

Preferred Qualifications
• Fluent in Spanish
• CompTIA or other technical certifications
• IT degree (completed or in progress)
• Experience in surveillance, POS systems, or loss prevention technologies

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