IT Product Support Tier 1-2
Core
Primary point of contact for internal users experiencing issues with company applications, systems, hardware, and IT services, performing Tier 1 and Tier 2 troubleshooting.
Role type
IT Product Support Specialist (Tier 1-2)
Builds
Reliable internal IT services and application functionality for end users
Domain
Enterprise IT Support / Business Applications
Deliverable
client delivery
Required skills
SQL, relational databases, Microsoft Windows, Microsoft 365, Active Directory, TCP/IP, DNS, VPN, ticketing systems, root-cause analysis, troubleshooting, data flow analysis, enterprise application support
Preferred skills
ERP support, API/integration troubleshooting, ITIL practices, CompTIA A+, Network+, Microsoft credentials, Power BI, cloud administration
Technologies
API, Active Directory, Cloud, CRM, ERP, Flow, Hardware, ITIL, Microsoft 365, Mobile, Network, Power BI, SQL, Security, TCP/IP, VPN, Windows
Responsibilities
Own assigned help desk tickets from initial investigation through resolution or qualified escalation; Perform Tier 1 and Tier 2 troubleshooting across front-end functionality, user actions, application configuration, business rules, back-end data, integrations, authentication, permissions, and database information; Use SQL queries and diagnostic tools to validate data and investigate issues; Troubleshoot data flow and integration issues at a functional support level; Support enterprise applications including Ross ERP, CRM, Microsoft 365, Power BI, and integration platforms; Install, configure, and troubleshoot computers, peripherals, software, mobile devices, and basic networking issues; Create and maintain help desk documentation and user-facing self-service instructions; Build and present reports on support performance including SLA compliance and resolution rates; Manage simulated phishing campaigns and end-user cybersecurity awareness training
Seniority
Mid-level, hands-on IC