Remote Tier II Help Desk Specialist

TEEMA Solutions Group; Orlando (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

TEEMA Solutions Group is looking for a Help Desk Specialist II to provide advanced technical support. The ideal candidate will work primarily remote, supported by a rotating shift covering 24x7x365, with responsibilities in troubleshooting mobile devices, email accounts, and remote access tools.

Being bilingual is highly preferred, and the position requires resolving tickets efficiently and managing calls within specified time frames. Join our dedicated team to ensure prompt technical assistance.

Qualifications

• Provide 24x7x365 Tier II advanced technical support.
• Bilingual skills are highly preferred.
• Experience in mobile device troubleshooting.

Responsibilities

• Resolve ≥90% of tickets assigned to Tier II.
• Process ≥90% of tickets within 4 hours.
• Answer ≥80% of transferred calls/chats within 60 seconds.

Skills

Advanced technical support

Bilingual

Remote troubleshooting

Microsoft Office products

Windows and Active Directory

Tools

ServiceNow

AirWatch

Global Protect

Zscaler

Job description

TEEMA Solutions Group is looking for a Help Desk Specialist II to provide advanced technical support. The ideal candidate will work primarily remote, supported by a rotating shift covering 24x7x365, with responsibilities in troubleshooting mobile devices, email accounts, and remote access tools.

Being bilingual is highly preferred, and the position requires resolving tickets efficiently and managing calls within specified time frames. Join our dedicated team to ensure prompt technical assistance.