Tier II Support Specialist

Are you ready to be the cornerstone of client success at SecureData Technologies, Inc.? This isn’t just another support role – it’s your chance to be at the forefront of Secure Data Technologies’ evolution, solving problems, providing exceptional service, and making an impact every single day. If you’re ready to troubleshoot issues, enhance user experiences, and thrive in a fast-paced, problem-solving environment, we want you on our team. Execution Is Everything!

Tier II Support Specialist – The First Line of Excellence

As a Tier II Support Specialist, you will serve as a key point of contact in delivering advanced technical support to clients, ensuring issues are resolved efficiently and effectively. This role is focused on troubleshooting and providing expert solutions to IT-related challenges, with a strong emphasis on maintaining high levels of client satisfaction. In instances where issues exceed the scope of Tier II support, you will collaborate with senior-level technical teams to facilitate seamless escalation and resolution, ensuring minimal disruption to client operations. You will be responsible for managing inbound support requests, overseeing service ticket resolution, and ensuring meticulous documentation for every client interaction.

Your strong communication skills will be vital in maintaining proactive engagement with clients, ensuring they are informed throughout the resolution process and that their service expectations are consistently exceeded. Your ability to distill complex technical information into clear, actionable steps will be especially valuable in assisting non-technical clients. By applying your expertise to swiftly resolve issues, you will directly contribute to the enhancement of client satisfaction while helping to elevate the overall effectiveness of the support team and drive the company’s continued success.

Requirements:

• 2 years of experience in customer service, technical support, or help desk roles is preferred.
• Be a self-starter with the ability to multi-task and manage time effectively.
• Experience working in a team-oriented environment, with the ability to escalate issues and collaborate with higher-level support as needed.
• Basic computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).
• Demonstrate outstanding communication and organizational skills.
• Knowledge of the technology industry is preferred.
• Ability to handle multiple tasks and adjust to changing priorities in a dynamic MSP/VAR setting.

Education: High School Diploma or Equivalent: Minimum requirement for entry-level positions. Associate’s degree in information technology, Computer Science, or a Related Field: Preferred, as it provides foundational knowledge in IT systems and support.

What We Offer:

• Competitive Pay & Benefits – including health insurance, retirement plans, and paid time off.
• Generous Time Off – Enjoy a generous PTO package including 10 vacation days, 3 personal days, 7 paid holidays, 1 floating holiday, and your birthday off! To honor our veterans, we proudly offer Veterans Day as an additional paid holiday.
• A High-Performance Culture – Collaborate with a team that thrives on growth, learning, and community.
• Professional Development – Get access to top-tier training, certifications, and career growth opportunities.
• Cutting-Edge Tech – Work with innovative solutions and leading-edge technologies to drive your success.

About Secure Data Technologies:

At Secure Data Technologies, we’re redefining IT solutions for businesses globally. From cybersecurity to cloud transformation, we help our clients grow, stay secure, and unlock their IT potential. We’re a passionate, innovative team that thrives on tackling the toughest challenges and staying ahead of the technology curve.

Physical Requirements:

• Sedentary Role: Prolonged periods of sitting at a desk, using a computer, and handling phone calls for up to 8 hours per shift.Occasional standing or walking within the office environment.
• Repetitive Motions: Frequent use of hands and fingers for typing, mouse navigation, and handling call center equipment.Regular use of a headset for communication, requiring consistent hand-eye coordination.
• Visual Acuity: Ability to view and interpret data on computer screens for extended periods. Capability to read small text, reports, emails, and technical instructions accurately.
• Hearing Requirements: Ability to clearly hear and understand client communication over phone or digital platforms, even in a busy environment. Prolonged use of headsets for phone and virtual interactions.
• Minimal Lifting: Occasionally required to lift and carry office supplies, files, or small equipment weighing up to 20 pounds.
• Manual Dexterity: Ability to operate standard office equipment such as keyboards, mice, telephones, and headsets. Capability to write, type 50 WPM, and input data with speed and accuracy.
• Cognitive Demands: High level of attention to detail, problem-solving, and multitasking skills required for effective troubleshooting and client support. Ability to remain focused and attentive in a fast-paced, high-pressure environment.
• Communication Skills: Must be able to speak clearly and professionally, ensuring accurate information exchange with clients and team members. Ability to explain technical concepts to non-technical clients.
• Environmental Requirements: Work is performed in a quiet, climate-controlled office setting designed to minimize distractions. Occasional exposure to background noise typical of a call center environment.

No unusual environmental, lifting, or exertion requirements are associated with this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

SecureData Technologies, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law, in compliance with Title VII of the Civil Rights Act of 1964.

Job Type: Full-time

Pay: From $22.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Double time pay
• Holiday pay
• Hourly pay
• Overtime pay

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Night shift
• On call
• Overtime
• Rotating shift
• Weekends as needed

Work Location: In person

Salary : $22