Customer Support Specialist - Tier II – Swing/Night/Weekend Shifts

We are looking for a skilled Customer Support Specialist - Tier II to provide fast and effective support to our clients. As a Customer Support specialist - Tier II, you will be required to respond to queries through the customer support system and over the phone, assess and diagnose issues, and implement effective solutions. You may also be required to provide basic end user training, modify software templates, and assist in resolving complex tier III issues.

To ensure success in this role, you should have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, high-level communication skills, and a solid understanding of Android, Azure and AWS platforms. Ultimately, a skilled customer support tier II technician provides fast and effective support. 

• Respond to client support queries
• Provide support through the customer support system, over the phone, or via remote access for both on premise and cloud environments 
• Diagnose issues with computer software, and hardware
• Run software diagnostic tools
• Talk clients through basic problem-solving processes
• Provide basic end user training
• Write training manuals
• Follow up with clients
• Complete support tickets
• Participate in supporting 24/7/365 environment
• Make recommendations to improve operational efficiency

What you have

• Must be a US Citizen 
• Must possess a DoD Security Clearance with a Tier 3 Investigation (Secret) 
• Must be able to obtain a DoD Security Clearance with a Tier 5 Investigation  
• Must have an Information Assurance Technical (IAT) Level 2 (i.e., CCNA Security, CySA+, GICSP, GSEC, Security+, CND, SSCP) certification or higher 
• Must have a cloud industry computing environment certification or be able to obtain a Hypori certification with 3 months of the date of employment 
• Bachelor’s degree in computer science, information technology, or a similar field or an equivalent combination of education and experience
• 3+ years of experience working as a Customer Support Specialist 
• Strong working knowledge of computer office applications, and operating systems. (Linux, Android, and cloud solutions preferred) 
• Excellent analytical and diagnostic skills
• Advanced knowledge of help desk software and remote-access systems
• High-level communication skills
• Ability to troubleshoot complex hardware and software issues
• Patience and understanding
• Strong customer service skills