glassdoor sales-marketing tier 2 support tech

Tier 2 Support Tech


A Tier 2 Help Desk Tech must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

Essential Responsibilities
  • Serve as the second point of contact or escalation for internal customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions (I.E. medical equipment support, system integration, servers, operating systems, software installation, etc.)
  • Determine the best solution based on the issue and details provided by internal customers
  • Walk the internal customer through the problem-solving process
  • Provide accurate information on IT products or services
  • Direct unresolved issues to
  • Record events and problems and their resolution in call management system
  • Follow-up and update internal customer status and information
  • Development and support of knowledge and abilities for the team
  • Escalate tickets to support teams as appropriate
  • Audit tickets, including first call resolution follow up and confirmation
  • Suggest possible improvements on procedures and communicate process improvement to the team
Other Skills and Abilities
  • Good understanding of computer systems and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Excellent communication skills
  • Ability to work weekends
  • Desire to gain industry knowledge and training
  • Demonstrates initiative in accomplishing goals
  • Ability to grow, adapt, and accept change
  • Consistently creating a positive work environment by being team-oriented
  • Commitment to work over 40 hours to meet the needs of the business
  • Ability to interact with all levels of employees in a courteous, professional manner at all times
Education and/or Experience

High School Diploma or equivalent required. Bachelors Degree and/or 2-4 years of experience in like position preferred.

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee is frequently required to stand, walk, and sit. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Also, this role requires employees to analyze/evaluate information and communicate with internal end users. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
If you need assistance with this application, please contact (636) 227-2600

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Please do not contact the office directly only resumes submitted through this website will be considered.
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