job description
Join EMAPTA as a Tier 2 Support Associate and become a key player in delivering world-class IT support to global clients. This remote role offers the flexibility of working from home on a night shift schedule, ensuring seamless connectivity and issue resolution for enterprise-level systems. With Day 1 HMO benefits, you'll enjoy comprehensive healthcare coverage from your first day, along with a competitive salary and the opportunity to grow in a dynamic, international environment.
As a Tier 2 Support Associate, you will troubleshoot complex technical issues, collaborate with cross-functional teams, and provide solutions that enhance customer satisfaction. This role is ideal for IT professionals who thrive in a fast-paced setting and are passionate about delivering exceptional service. If you're looking for a rewarding career with a global impact, apply today and take the next step in your IT support journey.
Responsibility
- Provide advanced technical support for enterprise-level IT issues, escalating when necessary.
- Diagnose and resolve complex network, hardware, and software problems efficiently.
- Collaborate with Tier 1 and Tier 3 support teams to ensure seamless issue resolution.
- Document troubleshooting steps and solutions in a knowledge base for future reference.
- Monitor system performance and proactively identify potential issues before they impact users.
- Deliver exceptional customer service, ensuring high satisfaction and retention rates.
- Work closely with global teams to maintain 24/7 support coverage.
- Stay updated on emerging technologies and industry best practices to enhance support capabilities.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 2 years of experience in IT support, with a focus on Tier 2 troubleshooting.
- Strong knowledge of networking protocols, operating systems, and enterprise software.
- Excellent problem-solving skills and the ability to work under pressure.
- Proficient in English with strong written and verbal communication skills.
- Experience with remote support tools and ticketing systems.
- Ability to work night shifts and adapt to a dynamic work environment.
- Certifications such as CompTIA A+, Network+, or ITIL are a plus.