PROVATOHR INC
Tier 2 – Technical Support Specialist
PROVATOHR INC, Washington, District of Columbia, us, 20022
Overview
The Tier 2 Technical Support Specialist provides mid-level escalation support for software, hardware, and network issues. This role requires hands-on problem-solving, supporting desktop and mobile operating systems, remote access troubleshooting, and resolving complex end-user issues. Qualifications
Bachelor’s degree in IT, Engineering, or related field Required Certifications: CompTIA Network+ and Security+, Microsoft 365 Certified: Enterprise Administrator Expert, ITIL Foundation Technical Proficiencies:
All Tier 1 technical skills Advanced OS troubleshooting (Windows, macOS, iOS, Android) Remote connectivity and VPN diagnostics Onsite hardware and peripheral support (including lifting up to 50 lbs) Software installation, configuration, and user support
Experience:
Minimum 5 years advanced OS experience (Windows / macOS / iOS / Android) Minimum 5 years Active Directory administration Minimum 5 years supporting Microsoft Office 365 applications Minimum 3 years supporting VPN and remote access technologies Minimum 3 years working with remote access software tools
Additional Requirements:
Strong communication and customer service skills are essential, as the Tier 1 IT Service Desk Representative serves as the first point of contact for technical support. The ability to prioritize tasks, follow documented procedures, and work both independently and collaboratively in a fast-paced environment is critical.
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The Tier 2 Technical Support Specialist provides mid-level escalation support for software, hardware, and network issues. This role requires hands-on problem-solving, supporting desktop and mobile operating systems, remote access troubleshooting, and resolving complex end-user issues. Qualifications
Bachelor’s degree in IT, Engineering, or related field Required Certifications: CompTIA Network+ and Security+, Microsoft 365 Certified: Enterprise Administrator Expert, ITIL Foundation Technical Proficiencies:
All Tier 1 technical skills Advanced OS troubleshooting (Windows, macOS, iOS, Android) Remote connectivity and VPN diagnostics Onsite hardware and peripheral support (including lifting up to 50 lbs) Software installation, configuration, and user support
Experience:
Minimum 5 years advanced OS experience (Windows / macOS / iOS / Android) Minimum 5 years Active Directory administration Minimum 5 years supporting Microsoft Office 365 applications Minimum 3 years supporting VPN and remote access technologies Minimum 3 years working with remote access software tools
Additional Requirements:
Strong communication and customer service skills are essential, as the Tier 1 IT Service Desk Representative serves as the first point of contact for technical support. The ability to prioritize tasks, follow documented procedures, and work both independently and collaboratively in a fast-paced environment is critical.
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