Level 2 Technical Support Specialist – Hybrid

Intulse, Ltd.; Lancaster (Lancaster County); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Profit sharing

Healthcare options

401K retirement plan

Generous PTO

Weekly lunches

Work from home flexibility

Job summary

Intulse, Ltd. is seeking a customer-focused technical support specialist to handle escalated tickets, provide advanced troubleshooting, and guide teammates in resolving complex issues.

You will respond to client requests via phone and helpdesk software, explain technical concepts clearly, and work with a team to deliver exceptional communication experiences across the platform. The role requires adaptability and a proactive, self-directed learner.

Qualifications

• Able to clearly communicate with clients and peers, especially explaining technical issues to non-technical users.
• Active listening to understand client needs and concerns.
• Maintain patience and calm in stressful client situations.
• Demonstrate a strong work ethic and personal time management skills.
• Able to think critically, troubleshoot, and resolve problems by reading logs and error messages.
• Learn quickly in a self-directed environment with minimal supervision.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, firewalls, VLANs).
• Exposure to VOIP/telephony systems is a plus.
• Experience supporting a B2B software environment.

Responsibilities

• Handle escalated support tickets requiring advanced diagnosis and resolution.
• Act as a technical resource for team members and guide on advanced issues.
• Respond to client requests via phone and helpdesk software.
• Understand system capabilities to create innovative communication experiences for clients.
• Coordinate with teammates to deliver effective support results.

Skills

Clear communication

Active listening

Composure under pressure

Strong work ethic/time management

Troubleshooting with logs

Self-directed learning

Networking fundamentals

VOIP/telephony exposure

Experience with B2B software

Job description

Intulse, Ltd. is seeking a customer-focused technical support specialist to handle escalated tickets, provide advanced troubleshooting, and guide teammates in resolving complex issues.

You will respond to client requests via phone and helpdesk software, explain technical concepts clearly, and work with a team to deliver exceptional communication experiences across the platform. The role requires adaptability and a proactive, self-directed learner.