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.

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