Job Description

  • Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that can not be resolved by Tier 1 (L1) and providing support for software and hardware technical problems.
  • This role is customer facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents. 
  • The Tier 2 (L2) support team handles the tickets routed by L1 support or can themselves produce tickets for any issue they observe.
  • Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). 
  • Tier 2 (L2) will sometimes escalate to Level 3, depending on the issue and the way the Help Desk operates.
  • Tier 2 (L2) Field Support plays a key role as the front-line interface between our custome...

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