Position Overview: The Level II Field Support Technician is a critical role responsible for providing advanced technical assistance, acting as an escalation point for Level I remote support issues, and conducting monthly wellness visits to ensure the ongoing satisfaction and performance of our monthly service customers.

Key Responsibilities:

• Escalation Support:

  • Serve as the primary escalation contact for Level I remote support technicians.
  • Troubleshoot and resolve complex technical issues that require in-depth analysis and hands-on approach.
  • Provide guidance and mentorship to Level I support staff to enhance their technical skills.

• Customer Wellness Visits:

  • Perform scheduled monthly wellness checks for all monthly service customers.
  • Assess and ensure the optimal performance of hardware and software configurations.
  • Build strong relationships with clients, understanding their needs and providing exceptional service.

Compensation:

• Base Hourly Wage: The Level II Field Support Technician will receive a competitive base hourly wage.
• Commission on Sales: In addition to the base wage, the technician will earn commission based on successful sales generated during wellness visits or other customer interactions.

Qualifications:

• Minimum of 3 years of experience in technical support or a related field.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple tasks effectively.
• Familiarity with the latest technology trends and best practices in IT support.
• A relevant technical certification (e.g., CompTIA, Microsoft Certified Professional) is preferred.