Job Title: Senior Service Technician – Second Tier Escalation
Location: Remote
Position Summary:
As a Service Ticket Technician- Second Tier Escalation, you will be responsible for resolving advanced technical issues that have been escalated from the first tier. You’ll work closely with other technical teams, support staff, and customers to ensure the efficient resolution of problems, maintaining high service standards, and contributing to the overall success of the technical support department.
Key Responsibilities:
Provide second-tier technical support for customers by resolving complex issues that have been escalated from the first tier.
Diagnose, troubleshoot, and resolve technical problems related to hardware, software, and system configurations.
Collaborate with other departments (e.g., engineering, development, product) to investigate and resolve complex issues.
Guide and mentor first-tier support staff, helping them improve their technical skills and problem-solving abilities.
Document detailed records of troubleshooting processes and resolutions in the CRM and ticketing system.
Ensure customer satisfaction by providing timely follow-up and clear communication during issue resolution.
Create and update knowledge base articles to help with the training and self-service resources for both customers and internal teams.
Stay current on product updates, system configurations, and emerging technologies to support ongoing improvement and issue resolution.
Contribute to troubleshooting teams during product releases and large technical projects.
Requirements:
Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent work experience).
5+ years of experience in technical support, IT services, or a similar field, with at least 2 years in a senior or escalations role.
Advanced troubleshooting skills in hardware, software, network, and system configurations.
Experience with ticketing systems (e.g., Jira, Zendesk, ServiceNow) and CRM tools.
Strong knowledge of IT infrastructure, operating systems, networking protocols, and enterprise software.
Excellent communication and interpersonal skills, with the ability to explain complex technical issues to non-technical stakeholders.
Ability to manage multiple tasks and prioritize effectively in a fast-paced, high-pressure environment.
Strong analytical and problem-solving skills with attention to detail.
Preferred Qualifications (Not Required):
Certifications in relevant technologies (e.g., CompTIA A+, Network+, Microsoft Certified Systems Engineer, Cisco CCNA).
Experience in system administration, database management, or network architecture.
Familiarity with remote monitoring and diagnostic tools.
What We Offer:
Competitive salary and performance-based incentives.
Comprehensive benefits package (health, dental, vision, etc.).
Paid time off and flexible working hours.
Opportunities for professional development, including certifications and training.
A collaborative and inclusive work environment that values innovation.
How to Apply:
Submit Resume to Contact@Elva.Live. Please write the position you are applying for in the title of the e-mail.