Remote Tier II Technical Support Specialist

Koniag Services, Inc.; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Technology & Infrastructure Solutions (KTIS) is seeking a Tier II Technical Support Specialist to provide advanced troubleshooting for our government clients. This remote role requires the ability to obtain a Public Trust and deliver high-level IT support across hardware, software, and network issues.

Ideal candidates have 5+ years in customer support, strong communication, and experience in government contracting environments. HDI Certification within 6 months is expected.

Qualifications

• 5+ years of progressive customer support experience.
• Experience in Tier II support or equivalent role.
• Willing to obtain HDI Customer Service Representative Certification within 6 months.
• Ability to troubleshoot complex technical issues and document resolutions.

Responsibilities

• Serve as escalation point for complex technical issues.
• Provide advanced troubleshooting for hardware, software, network, and system issues.
• Document all customer interactions and resolutions in the ticketing system.
• Escalate to Tier III or engineering as needed.
• Train Tier I staff on technical matters.
• Develop and maintain technical documentation and SOPs.

Skills

Troubleshooting

Customer service

Communication

Team collaboration

Time management

Stress management

Problem solving

Education

High School Diploma

IT degree preferred

Tools

Help desk software

Remote support tools

Ticketing systems

Job description

Koniag Technology & Infrastructure Solutions (KTIS) is seeking a Tier II Technical Support Specialist to provide advanced troubleshooting for our government clients. This remote role requires the ability to obtain a Public Trust and deliver high-level IT support across hardware, software, and network issues.

Ideal candidates have 5+ years in customer support, strong communication, and experience in government contracting environments. HDI Certification within 6 months is expected.