Level 2 Technician

Job Description

This is a remote position.

SUMMARY

The Remote Triage Technician is both foundational and mission critical within the Company. This fully remote role combines the core responsibilities of first touch ticket triage, initial technical troubleshooting, and Tier 1 resolution, as well as proper routing and prioritization of support requests.

Technicians in this role will evaluate, diagnose, document, and remotely resolve technical and business-oriented issues across a wide range of technologies consistent with Company’s Managed Services and Service Desk support obligations.

This role is designed to fulfill the front line of our client support experience, ensuring fast, professional, and accurate handling of support requests. Growth in both technical capability and business acumen is expected, and the experience gained in this role forms the foundation for advancement within the Technology Consultant job class.

JOB RESPONSIBILITIES

Ticket Intake, Prioritization & Dispatch (Triage Responsibilities)

• Receive inbound support requests via phone, email, or ticketing system.
• Create detailed and accurate service tickets including required metadata :
• Requester’s name
• Client company
• Callback number
• Detailed problem description
• Perceived priority level
• Assign preliminary priority level based on Service Desk definitions (Emergency / Medium / Low).
• Identify incomplete or missing information and follow up with the requester before escalation.
• Route tickets to appropriate queues or escalate to T2 / T3 when :
• Estimated resolution exceeds 15 minutes
• Issue is out-of-scope
• Specialized technical expertise is required
• Monitor pending tickets, follow up with end users, and ensure timely progression.

Tier 1 Remote Technical Troubleshooting (In-scope Tickets)

Customer Service & Communication

Remote Administrative Tasks (In-Scope)

Compliance With Company Technology Processes

QUALIFICATIONS

Preferred Skills :

JOB REQUIREMENTS