The Tier 2 Application Support provides advanced technical assistance for our studio partners, focusing on troubleshooting and resolving complex hardware, software, and network issues. In this role, you will identify, diagnose, and resolve technical problems reported by our studio partners, often assisting customers remotely through specialized software and diagnostic tools.
Essential Functions and Responsibilities:
- Advanced Technical Assistance: Provide in-depth technical support to studio partners by diagnosing and troubleshooting hardware, software, and network issues. Serve as the technical escalation point, handling problems that extend beyond Tier 1 resolution capabilities.
- Remote Diagnostics & Resolution: Utilize remote access tools to diagnose, troubleshoot, and resolve issues in real time. Provide clear instructions and guidance to users during remote sessions, ensuring clarity and efficiency in issue resolution.
- Issue Identification & Documentation: Identify recurring technical issues by carefully analyzing reports and logs from support tickets. Maintain detailed documentation of technical issues, resolutions, and recommended best practices.
- Collaboration & Communication: Work closely with Tier 1 agents and other technical teams to ensure smooth escalation of issues. Communicate technical information effectively to non-technical users, ensuring they understand the resolution process.
- Continuous Improvement: Analyze trends and data related to technical support incidents to identify opportunities for process improvements. Stay updated on the latest product developments and technical advancements relevant to OTF and its studio partners.
Job Qualifications:
Minimum Hiring Requirement
What are the requirements that will establish the high probability of successfully performing the role?
- At least 2 years of experience in IT support
- 2 years of college or certifications in an IT field
Minimum Skills Required
What are the skills and knowledge needed to perform the job? Must be verifiable.
- Excellent written / verbal communication skills
- Exceptional customer service skills
- Strong Technical Knowledge
- SQL experience preferred
- Network+ / Relative experience preferred
- Strong technical knowledge / of web-oriented architecture
- Experience in Microsoft Application
- High aptitude in problem solving and execution of solutions