Level 2 Technical Support

Salary : $1,400 - $1,600

Work Schedule : Pacific Standard Time - could be Before, During, or After business hours in Canada.

Employer : An MSP company located in Vancouver, Canada

Overview

The Level 2 Technical Support is responsible for providing high-quality technical support to clients through phone, email, and remote troubleshooting. This role requires strong problem-solving skills, attention to detail, and the ability to resolve incidents efficiently while delivering an exceptional customer experience. The technician will support, maintain, and document systems, networks, and hardware, while collaborating with third-party vendors and staying updated with industry advancements.

Key Responsibilities

• Receive and respond to client calls and emails requiring quick analysis and resolution.
• Accurately manage and resolve reported incidents in a timely manner.
• Install, support, and maintain computers, servers, and network peripherals.
• Coordinate and work closely with third-party application and software providers.
• Maintain accurate and up-to-date network and system documentation.
• Use and align with service delivery tools; experience with ConnectWise and BrightGauge is an advantage.
• Deliver high levels of customer satisfaction and an exceptional service experience.
• Stay informed on industry trends, new technologies, and product updates.
• Pursue continuous self-development through training and learning new releases or solutions.
• Maintain accurate corporate hardware and software inventory records.

Qualifications & Experience

Overall Requirements

1. Operating Systems

2. Networking & Firewalls

3. Virtualization

4. Productivity & Business Applications

5. Service Delivery Tools & Documentation

6. Customer Service & Soft Skills

7. Professional Development