About the Role
We are seeking a knowledgeable and customer-focused Helpdesk Support Tier 2 professional to join our team. This role is ideal for someone with strong technical troubleshooting skills, experience with Ubiquiti networking equipment, and a passion for delivering exceptional customer service. You will provide advanced support for escalated technical issues, assist with network configurations, and help train end-users to ensure smooth operations.
Key Responsibilities
- Provide Tier 2 technical support for hardware, software, and network-related issues.
- Troubleshoot and resolve escalated tickets from Tier 1 support.
- Configure, maintain, and troubleshoot Ubiquiti networking devices (UniFi, EdgeMax, etc.).
- Assist with network performance monitoring and optimization.
- Deliver customer service that ensures a positive user experience.
- Conduct training sessions for staff on system usage and best practices.
- Document solutions and maintain accurate records in the ticketing system.
- Collaborate with IT team members to improve processes and resolve complex issues.
Qualifications
- Experience: 2+ years in IT support or helpdesk role, with Tier 2 responsibilities.
- Technical Skills: Proficiency in troubleshooting Windows/Mac OS, networking fundamentals, and Ubiquiti systems.
- Strong understanding of TCP/IP, VLANs, wireless networking, and firewall configurations.
- Customer Service: Excellent communication and interpersonal skills.
- Training Ability: Comfortable leading user training sessions and creating instructional materials.
- Ability to work independently and manage time effectively.
Preferred Skills
- Experience with ticketing systems (e.g., Zendesk, ServiceNow).
- Basic scripting or automation knowledge.
- Certifications such as CompTIA Network+, Ubiquiti certifications, or similar.
