Job Description
The Tier 2 Service Desk Specialist is responsible in providing advanced technical support through desk-side, remote, and on-site services while resolving complex incidents and improving system stability. The role collaborates with Account Managers and Customer Success Managers to manage escalations, create knowledge-base content, and support overall service efficiency.
Job Description
- Provide L2 technical support through desk-side, remote, and on-site services.
- Diagnose recurring issues, analyze incident patterns, and recommend long-term resolutions.
- Work with Account Managers and Customer Success Managers on escalated customer issues.
- Create and update knowledge-base articles to improve first-line resolution rates.
- Follow documented procedures for incident management and request fulfillment.
- Provide guidance and direction for escalated service issues.
- Demonstrate strong customer service, issue ow...