![]() ![]() Escalated help desk tickets to Level 2 / Tier 2 support when outside the scope of L1/T1 technician support.īachelor of Science in Computing and Security Technology. ![]() Assisted clients with general support for hardware, peripherals, network connections, and external software.Supported customers with basic technical support for current and past software releases.Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.Onboarded and trained all incoming junior tech support specialists.Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.Coordinated with Level 1 technical support specialists to take over calls outside their level of support.IT Technical Support Specialist L2/Tier 2 Seeking to provide expert technical support to enterprise organizations as the 元 tech support engineer at QuantX Group. Provided in-depth technical support to clients at a Tier 2 level, solving 99.2% of issues without transferring to Tier 3 support. Personable and knowledgeable IT support technician with over 4 years of experience assisting customers with various hardware and software related issues. CompTIA A+ Certified IT Support of Qualifications
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