A technology firm in New York City is currently seeking experienced professionals for a contract-to-hire L1 & L2 Tech Support position. This role is designed for individuals with a passion for IT support and problem-solving.
About the Opportunity:
This position requires flexibility with work hours due to the nature of the business. Candidates must be able to meet the following parameters:
- Hybrid or Remote: Hybrid, rotating schedule
- Shift: Variable, potential for night and weekend shifts
- Schedule: Varies based on broadcast needs
- Hours: 24/7 operation
- Setting: Onsite in NYC, with travel expenses covered if required
Responsibilities:
The L1 & L2 Tech Support will be responsible for:
- Providing first and second level support for IT incidents and service requests
- Troubleshooting hardware, software, network, and application issues
- Responding to phone calls, emails, and ticketing system submissions
- Escalating complex issues to appropriate teams
- Maintaining accurate and detailed records of user interactions and solutions
Qualifications:
- 1–5 years of IT support experience (varies between L1 and L2 levels)
- Bachelor’s degree in IT or related field preferred
- Applicable certifications (e.g., CompTIA, Microsoft, Cisco) are a plus
- Strong proficiency with Windows, MacOS, and networking technologies
- Experience with ticketing tools and common business applications
- Strong communication and customer service skills
- Problem-solving and analytical abilities
- Ability to multitask and prioritize in a fast-paced environment
- Team collaboration and mentoring skills
Desired Skills:
- 2+ years of experience in similar roles
- Degree in Computer Science or related field
- ITIL or similar certification
- Advanced networking knowledge
- Strong troubleshooting skills
