Technical Support Specialist, L2
CharacterStrong
full-time
Posted on:
Location Type: Remote
Location: Remote • Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $85,000 per year
Job Level
Mid-LevelSenior
Tech Stack
LinuxMacOS
About the role
- Troubleshoot and resolve advanced technical issues related to operating systems (Windows, macOS, Linux), user accounts, security permissions, and device configurations.
- Support enterprise applications such as Microsoft 365, collaboration tools, and line-of-business systems.
- Administer and troubleshoot Active Directory, Group Policy, and identity/access management tools.
- Assist with network connectivity issues, including VPN, Wi-Fi, and basic switch/router configurations.
- Document troubleshooting steps, resolutions, and knowledge-base articles for recurring issues.
- Monitor and manage assigned customer support inboxes, ensuring messages are triaged, prioritized, and resolved efficiently.
- Collaborate closely with Product Management, Engineering, and Infrastructure teams to escalate product defects, clarify expected functionality, and share customer insights.
- Mentor and support Level 1 Support Specialists by providing guidance, coaching, and technical knowledge-sharing.
- Participate in on-call rotations or after-hours support as required.
- Uphold a customer-first mindset while balancing efficiency, accuracy, and technical depth
Requirements
- 3-4 years of experience in a technical support or helpdesk environment
- Strong knowledge of Windows and macOS operating systems
- Proficiency with Microsoft 365, Teams, OneDrive, Outlook, and related applications
- Experience with Active Directory, user provisioning, and basic networking concepts
- Solid understanding of IT security best practices and endpoint protection tools
- Excellent analytical and problem-solving skills
- Strong verbal and written communication abilities
- Ability to work independently and handle multiple tasks in a fast-paced environment
Benefits
- New laptop computer and other needed equipment
- Annual Individual Budget for Professional Development of $1,000
- 401k Savings Plan with employer contribution
- Medical, Dental, & Vision Insurance
- Life, AD&D, and Disability Insurance
- Employee Assistance Program, Mental Health Support, and Well-Being Programs
- 3 weeks Company-Paid Parental Leave (after 6 months of active employment)
- Flexible Time Off, 6 Paid Sick Days, 11 Paid Company Holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
WindowsmacOSLinuxMicrosoft 365Active DirectoryGroup PolicyVPNnetworkingIT securityendpoint protection
Soft skills
analytical skillsproblem-solvingverbal communicationwritten communicationindependencemultitaskingcustomer-first mindsetmentoringcoachingcollaboration