What are the responsibilities and job description for the Technical Support - Tier II position at HVAC PATHWAY?
Overview
We are seeking a dedicated and knowledgeable Senior Technical Support professional to join our dynamic team. In this role, you will be responsible for providing high-level technical assistance and support to our clients, ensuring their systems operate efficiently and effectively. You will leverage your expertise in computer networking, software troubleshooting, and customer service to resolve complex issues and enhance user satisfaction.
Duties
- Provide advanced technical support for hardware and software issues across various platforms, including Mac OS.
- Troubleshoot and resolve network connectivity problems, including LAN configurations and firewall settings.
- Utilize help desk tools such as Jira to track incidents and manage customer requests efficiently.
- Collaborate with team members to develop solutions for recurring technical challenges.
- Assist in the management of computer systems, ensuring optimal performance and security.
- Deliver exceptional customer service by communicating effectively with clients to understand their needs and provide timely resolutions.
- Document all support activities and maintain accurate records of issues resolved.
Experience
- Strong background in computer networking with a focus on LAN environments.
- Proficiency in software troubleshooting across multiple operating systems, particularly Mac OS.
- Experience working in a help desk environment with a commitment to excellent customer service.
- Familiarity with tools such as Jira for issue tracking and management.
- Knowledge of firewall configurations and network security best practices is highly desirable.
- Previous experience in computer management or IT support roles is preferred.
Join us as we strive to provide unparalleled technical support while fostering a collaborative work environment that encourages growth and innovation.
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Compensation Package:
- Hourly pay
Schedule:
- 8 hour shift
People with a criminal record are encouraged to apply
Education:
- High school or equivalent (Preferred)
Experience:
- Help desk: 3 years (Required)
- Technical support: 3 years (Required)
License/Certification:
- CompTIA A (Required)
- CompTIA Network (Required)
Ability to Commute:
- Detroit, MI (Oakland County) (Required)
Ability to Relocate:
- Detroit, MI (Oakland County): Relocate before starting work (Required)
Work Location: On the road
Salary : $55,000 - $65,000
