User IT Support Specialist L2

About the job
About This Job

We are seeking a passionate User IT Support Specialist L2 to join our dynamic, remote team. You’ll play a vital role in enabling and unblocking our customer growth by delivering seamless, secure, and efficient IT support, troubleshooting technical issues, providing assistance, and ensuring smooth system operations.

Key Responsibilities

Ticket Resolution: Proactively handle tickets and issues from the queue, diagnosing and resolving customer problems via ticketing systems, email, Slack, or phone/video calls. Support onboardings and offboardings, escalating tickets as needed.
Ticket Expectations: Achieve at least six billable hours per day.
Software Support: Provide primary support for requested software apps (e.g., productivity tools, cloud services), escalating when necessary.
Collaboration & Escalation: Work with the engineering team to resolve advanced issues.
Communication: Interact with customers clearly and promptly, respecting their communication preferences for a smooth support experience.
Documentation: Follow our procedures for documentation, access, and ticket management, contributing to and improving the internal knowledge base.
Business Impact: Deliver high-quality service with a minimum of six billable hours per day on average and a 4.8+ CSAT score.
Technical Proficiency: Handle password/MFA resets, onboarding/offboarding support, and troubleshoot PC/Mac issues, escalating as needed.
Essentials Training: Complete training and periodically provide feedback to management on recurrent issues, efficiency tools, or needed resources.

Requirements

Proven experience in a helpdesk or technical support role.
Strong knowledge of Windows and Mac operating systems.
Excellent communication and interpersonal skills.
Ability to work well under pressure in a fast-paced environment.
Certifications are a plus.

Language Proficiency

Fluent in English.

Why Join Us?

If you’re passionate about technology and dedicated to providing top-notch IT support, we’d love to hear from you. Apply now to join our team and help our customers thrive in the digital age.

Desired Skills and Experience
Halo, ClickUp, User Support, Slack

User IT Support Specialist L2