Level 2 Technical Support Specialist (L2) jobs in United States
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Projective Staffing ยท 4 days ago

Level 2 Technical Support Specialist (L2)

positionUnited States
timeFull-time
remoteRemote
senioritySenior Level
date5+ years exp

Projective Staffing is seeking a Level 2 Technical Support Specialist (L2) to handle more complex technical issues that cannot be resolved by Level 1 support. The role involves providing advanced technical support, diagnosing and resolving incidents, and working closely with users and Level 1 agents to ensure timely resolution of IT incidents.

ConsultingEmploymentHuman ResourcesInformation TechnologyRecruitingSoftwareStaffing Agency
Hiring Manager
Daniela Ruiz Yali
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Responsibilities

Provide advanced technical support for software, hardware, and network-related issues
Analyze, diagnose, and resolve incidents via phone, chat, or remote access tools
Guide end-users through technical solutions using clear and professional communication
Escalate unresolved or highly complex issues to Level 3 support, including all relevant diagnostic information
Configure and troubleshoot advanced software applications (e.g., accounting, design, or video editing tools)
Resolve network issues involving VPN, firewall, or routing configurations
Support system performance optimization and diagnose hardware issues (e.g., disk, memory)
Assist with system integrations such as ERP, CRM, or CMS platforms
Support data migrations and resolve associated technical issues
Maintain detailed documentation of issues, resolutions, and updates to the knowledge base
Monitor and analyze incident trends to propose proactive technical solutions
Review and enhance knowledge base materials for Level 1 support training and guidance

Qualification

Technical knowledgeDiagnostic tools proficiencyTroubleshooting skillsRemote diagnostic toolsTicketing systemsIndustry standards knowledgeIT best practicesNetwork systems knowledgeSoftware applications troubleshootingSystem performance optimizationData migration supportSystem integration supportAnalytical thinkingPrioritization skillsCommunication skillsInterpersonal skillsDocumentation skills

Required

Strong technical knowledge of company products and services
Proficiency in diagnostic tools, network systems, and relevant software
Solid understanding of industry standards and IT best practices
Strong troubleshooting and analytical thinking skills
Ability to work under pressure and prioritize tasks effectively
Excellent communication and interpersonal skills
Experience with remote diagnostic tools and ticketing systems
5+ years of experience in technical support or help desk environment

Preferred

Associate's or Bachelor's degree in Computer Science, Information Technology, or related field preferred
Certifications (e.g., CompTIA, Microsoft, Cisco) are a plus

Company

Projective Staffing

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Projective Staffing delivers recruiting and IT staffing for software teams across contract, contract-to-hire, and direct hire.
location
Miami, Florida, USA
people-size51-200 employees
web-link
https://projectivestaffing.com

Funding

Current Stage
Growth Stage

Leadership Team

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Ozzie Barrinat
Chief Executive Officer
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Company data provided by crunchbase