Tier 2 Technical Support Specialist (US Shift)

We are seeking a highly skilled and self-motivated Tier 2 Technical Support Specialist to join our remote support team. This role is focused on providing overnight support for US-based clients, ensuring timely resolution of technical issues and maintaining system health across various platforms. The ideal candidate will have prior experience supporting US companies remotely and be comfortable working independently during off-hours.

Key Responsibilities

· Provide Tier 2 support for Windows 10/11 workstations and servers.

· Perform OS repairs, updates, and software installations.

· Troubleshoot hardware and software issues across PCs and servers.

· Execute server patching and maintenance tasks.

· Utilize tools such as Pulseway, Sophos, PowerShell, and Zendesk for monitoring, remediation, and ticketing.

· Log and manage support cases in Zendesk, ensuring accurate documentation and timely updates.

· Follow and contribute to internal documentation and support guides within Zendesk.

· Collaborate with Tier 1 and Tier 3 teams as needed for escalations and knowledge sharing.

· Maintain high standards of customer service and technical accuracy.

Required Qualifications

· Minimum 2 years of experience in remote technical support for US-based clients.

· Strong knowledge of Windows OS, server environments, and common enterprise software.

· Hands-on experience with Pulseway, Sophos, PowerShell, and Zendesk.

· Ability to work independently and manage tasks with minimal supervision.

· Excellent written and verbal communication skills in English.

· Strong troubleshooting and analytical skills.

Preferred Qualifications

· Experience supporting CAD software such as AutoCAD, Bentley, or Revit.

· Familiarity with ITIL practices and documentation standards.

Job Type: Full-time

Pay: ₹30,000.00 - ₹60,000.00 per month

Work Location: In person