A leading company in Los Angeles is currently seeking an L1 & L2 Tech Support professional. This role will provide both first-line support for basic technical issues and advanced support for escalated cases.
About the Opportunity:
This position offers a contract-to-hire opportunity with the potential for extension or conversion.
- Hybrid or Remote: Hybrid, rotating schedule.
- Shift: Open to night and weekend shifts.
- Schedule: 24/7 operation.
- Hours: TBD based on rotation.
- Setting: IT Support Environment.
Responsibilities:
The L1 & L2 Tech Support will be responsible for:
- Providing initial support for incoming IT incidents and requests.
- Responding promptly via phone, email, and ticketing systems.
- Troubleshooting and resolving technical issues at various levels.
- Guiding users through solutions or escalating issues as needed.
- Maintaining records of user interactions and issue resolutions.
Qualifications:
- 1-5 years of IT support experience.
- Associate's or Bachelor's degree in IT or related field preferred.
- Relevant certifications such as CompTIA A+ or Network+.
- Proficiency in Windows, MacOS, Office 365, and networking basics.
- Familiarity with ticketing tools like ServiceNow or Jira.
- Excellent communication and customer service skills.
- Ability to multitask and prioritize in a dynamic environment.
- Problem-solving and analytical skills.
- Team collaboration and mentorship abilities.
Desired Skills:
- 3+ years of experience in similar roles.
- Bachelor's degree in IT or related field.
- Cisco CCNA certification.
- Advanced networking skills (TCP/IP, VPN, firewalls).
- Strong problem-solving and troubleshooting capabilities.
