Tier 2 Technical Support Representative (TSR) / IT Support Specialist

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: TYPE OF WORK

Full Time

: SALARY

7/hr

: HOURS PER WEEK

40

: DATE UPDATED

Apr 7, 2026

JOB OVERVIEW

Job Overview:
We are looking for a Tier 2 Technical Support Representative (TSR) / IT Support Specialist to join our growing remote team. This role is responsible for handling advanced technical issues, supporting end users, and working closely with internal teams to troubleshoot and resolve system, network, and software problems.

Since this role requires constant communication with clients and internal teams, excellent English communication skills (both written and spoken) are essential. You should be confident explaining technical issues clearly, documenting solutions accurately, and guiding users through troubleshooting steps in a professional and easy-to-understand way.

Key Responsibilities:
* Provide Tier 2 technical support for escalated issues from Tier 1 support
* Diagnose and resolve hardware, software, and network-related problems
* Troubleshoot Windows and/or Mac operating systems
* Support cloud platforms, email systems, and business applications
* Assist with user account management and permissions (Microsoft 365 / Google Workspace)
* Document troubleshooting steps and resolutions in ticketing systems
* Collaborate with IT, engineering, and operations teams when escalation is required
* Maintain high customer satisfaction through professional communication
* Monitor recurring issues and recommend long-term solutions

Required Qualifications:
* 2+ years experience in Technical Support, Help Desk, or IT Support (Tier 2 preferred)
* Strong troubleshooting and problem-solving skills
* Experience supporting remote users and environments
* Familiarity with ticketing systems (Zendesk, Freshdesk, ServiceNow, Jira, etc.)

Knowledge of:
* Windows OS troubleshooting
* Networking basics (DNS, VPN, TCP/IP)
* Email troubleshooting (Outlook, Gmail)
* Excellent written and verbal English communication skills
* Ability to manage multiple tickets and priorities efficiently

Preferred Qualifications (Nice to Have)
Experience with:
* Microsoft 365 Administration
* Active Directory / Azure AD
* Remote desktop tools (TeamViewer, AnyDesk, ConnectWise, etc.)
* VoIP systems or SaaS platforms
* IT certifications (CompTIA A+, Network+, Google IT Support, or similar)
* Experience working in MSP or remote IT environments

Tools & Systems You May Work With:
* Ticketing Systems (Zendesk, Jira, Freshdesk)
* Microsoft 365 / Google Workspace
* Remote Access Tools
* CRM or internal business platforms
* VPN & Network tools

Work Setup:
* Remote Position
* Full-time
* Must have stable internet connection and quiet work environment
* Ability to work aligned with US business hours (if required)

What We’re Looking For
We’re seeking someone who:
* Thinks logically and troubleshoots independently
* Communicates technical concepts clearly to non-technical users
* Takes ownership of issues until resolution
* Is proactive and process-driven
* Enjoys solving complex technical problems

How to Apply?
Apply now and unleash your technical superpowers! Start by filling out our short application form here: ----------

If you enjoy solving technical challenges and helping people succeed through technology, we’d love to hear from you.

SKILL REQUIREMENT

Technical Support IT Technical Analysis

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Tier 2 Technical Support Representative (TSR) / IT Support Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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