As a Level 2 Support Analyst, you will be responsible for providing high-quality technical support to our clients. You will address complex issues that have been escalated from Level 1 Support and work closely with clients to ensure their satisfaction. Your role will involve problem-solving, critical thinking, and collaboration with other teams to provide effective solutions.

Key Responsibilities:

• Investigate and resolve complex technical issues escalated from Level 1 Support.
• Collaborate with other IT specialists, including software developers and system engineers, to find solutions to problems.
• Communicate effectively with clients to understand their issues and provide regular updates on the status of their requests.
• Document troubleshooting steps and solutions for future reference and knowledge sharing.
• Participate in the development of support documentation, including FAQs and knowledge base articles.
• Monitor systems and applications for issues that could affect multiple clients.
• Contribute to continuous improvement initiatives within the support team to enhance service quality.
• Provide after-hours support as part of an on-call rotation if necessary

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. However, candidates with significant experience in the relevant field will also be considered in lieu of formal education
• Minimum of 1 years of experience in a technical support role, preferably in a consulting or professional services environment.
• Strong problem-solving skills and the ability to diagnose and resolve complex technical issues.
• Excellent communication and customer service skills.
• Proficiency in various operating systems, including Windows and Linux, and experience with databases, networks, and software applications.
• Familiarity with support ticketing systems and remote troubleshooting tools.
• Familiarity with ITIL framework and best practices in IT service management.
• Ability to work independently and as part of a team.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.