Technical Support Specialist, L2

This is a fully remote position, open to applicants in Washington.

📋 Description

• Diagnose and resolve complex technical issues related to operating systems, user accounts, security permissions, and device configurations.

• Provide support for enterprise applications including Microsoft 365, collaboration tools, and line-of-business systems.

• Manage and troubleshoot Active Directory, Group Policy, and identity/access management tools.

• Assist with network connectivity challenges, encompassing VPN, Wi-Fi, and basic switch/router configurations.

• Document troubleshooting processes, solutions, and knowledge-base articles for recurring issues.

• Monitor and oversee assigned customer support inboxes, efficiently triaging, prioritizing, and resolving messages.

• Collaborate with Product Management, Engineering, and Infrastructure teams to escalate product defects, clarify expected functionality, and share insights from customers.

• Mentor and assist Level 1 Support Specialists through guidance, coaching, and sharing technical knowledge.

• Participate in on-call rotations or provide after-hours support as needed.

• Maintain a customer-centric approach while balancing efficiency, accuracy, and technical proficiency.

• Carry out additional duties as assigned.

⛳️ Requirements

• 3-4 years of experience in a technical support or helpdesk setting.

• Strong understanding of Windows and macOS operating systems.

• Proficient in Microsoft 365, Teams, OneDrive, Outlook, and related applications.

• Experience with Active Directory, user provisioning, and foundational networking concepts.

• Solid comprehension of IT security best practices and endpoint protection tools.

• Exceptional analytical and problem-solving abilities.

• Strong verbal and written communication skills.

• Capability to work independently and manage multiple tasks in a fast-paced environment.

🏝️ Benefits

• New laptop computer and other necessary equipment.

• Annual Individual Budget for Professional Development of $1,000.

• 401k Savings Plan with employer contribution.

• Medical, Dental, & Vision Insurance.

• Life, AD&D, and Disability Insurance.

• Employee Assistance Program, Mental Health Support, and Well-Being Programs.

• 3 weeks Company-Paid Parental Leave (after 6 months of active employment).

• Flexible Time Off.

• 6 Paid Sick Days.

• 11 Paid Company Holidays.