Position Overview:
We are seeking a skilled and proactive Tier 2 Helpdesk Virtual Assistant (VA) to join our team. This role involves providing advanced technical support, troubleshooting complex issues, and ensuring prompt resolution of technical challenges faced by our clients. As a Tier 2 technician, you will handle escalated support requests, assist with system maintenance, and contribute to improving the overall efficiency of our IT support operations.
Key Responsibilities:
- Technical Support: Respond to and resolve escalated IT support requests via email, chat, and remote desktop tools.
- Troubleshooting: Diagnose and resolve advanced hardware, software, and network issues.
- System Maintenance: Perform routine updates, system patches, and ensure compliance with company IT policies.
- Knowledge Base Management: Document solutions for common issues and maintain an up-to-date knowledge base for Tier 1 support staff.
- Escalation Management: Identify critical issues that require Tier 3 intervention and escalate accordingly, providing detailed incident reports.
- User Training: Provide guidance and training to end-users on software and hardware use.
- Performance Monitoring: Monitor system performance and proactively address potential problems.
- Collaboration: Work closely with Tier 1 support staff, IT management, and vendors to resolve complex technical issues.
Requirements:
- Proven experience as a Tier 2 Helpdesk Technician or in a similar technical support role.
- Strong technical knowledge of operating systems (Windows/Mac), networking, and cloud applications.
- Proficiency with remote support tools and IT service management (ITSM) platforms.
- Exceptional problem-solving skills and the ability to work independently.
- Excellent verbal and written communication skills.
- Familiarity with cybersecurity best practices and tools.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Preferred Qualifications:
- Certifications such as CompTIA A+, Network+, or similar are a plus.
- Experience with specific tools or software relevant to the role (e.g., Office 365, Google Workspace, VPNs, VoIP systems).
- Knowledge of scripting or automation tools is an advantage.
How to Apply:
Interested candidates should submit their resume and a cover letter detailing their relevant experience and qualifications to patrick.g@globalpacificsupport.com with the subject line "VA Helpdesk Tier 2 Tech Application”. PLEASE ATTACH THE LINK OR SHORT VIDEO INTRODUCTION OF YOURSELF HIGHLIGHTING YOUR EXPERTISE AND EXPERIENCE AS A VIRTUAL TIER 2 TECH.
