Help Desk Agent II – Tier 2 Technical Support

About the role

The Help Desk Agent II provides tier‑2 technical support to internal and external customers, both over the phone using remote support tools and in person. This role serves as the first point of contact for user‑level issues and ensures that complex or high‑priority problems are escalated to specialized support groups.

Key responsibilities

• Answer incoming calls through the call‑center solution and deliver accurate information or technical assistance.
• Provide remote and on‑site support for hardware, software, and network issues.
• Diagnose, troubleshoot, and resolve tier‑2 problems, escalating unresolved cases to higher‑level teams.
• Document incidents, resolutions, and follow‑up actions in the ticketing system.
• Maintain awareness of department procedures and receive ongoing training.

Required profile

• Ability to deliver tier‑2 technical support to a diverse user base.
• Strong communication skills for phone and face‑to‑face interactions.
• Willingness to follow guidance, participate in training, and adhere to department standards.

Required skills

• Proficiency with remote support tools.
• Experience using a call‑center solution for handling support requests.
• Knowledge of tier‑2 technical troubleshooting processes.

What we offer

• Salary commensurate with experience.