T2 Support Engineer - L.A. based
Full Time
About The Role
As a T2 Support Engineer, you will be a crucial part of our technical support team, providing expert assistance to end-users and customers. This role involves troubleshooting and resolving complex technical issues escalated from T1 support, with a specific emphasis on supporting Mac systems. We are seeking a candidate with extensive Mac experience who can contribute to the efficient resolution of issues related to macOS and associated technologies.
Responsibilities
In this role, you'll get to…
provide second-level technical support to end-users and customers, addressing escalated issues from T1 support
diagnose and troubleshoot hardware, software, and network-related problems, with a strong emphasis on Mac systems
analyze and resolve complex technical issues, ensuring timely and efficient solutions
collaborate with cross-functional teams to find comprehensive solutions to identified problems, particularly those related to macOS
communicate technical solutions clearly and effectively to end-users and customers, ensuring a positive support experience
provide regular updates on the status of escalated issues and ensure customer satisfaction
document detailed information regarding support cases, including troubleshooting steps and solutions, with a focus on Mac-specific configurations
contribute to the knowledge base with common Mac-related issues and their resolutions
collaborate with T1 support, developers, and other teams to escalate and resolve issues efficiently
participate in meetings to share insights, knowledge, and best practices, especially in the context of Mac systems
escalate critical issues to T3 support or appropriate teams and follow up on resolutions
provide feedback to L1 support for training and improvement purposes
monitor systems and proactively identify potential issues before they escalate, focusing on both Mac and other supported platforms
conduct analysis on recurring issues to identify root causes and contribute to long-term solutions
perform other ad hoc duties related to the role as assigned
Requirements
On day one, we'll expect you to…
have 2 to 3 years proven progressive experience in a technical support role
have extensive experience with Mac systems, including macOS, hardware, and software configurations
have proficiency in troubleshooting, operating systems (e.g., Mac OS, Windows, Linux) and related technologies
have excellent problem-solving and analytical skills
have effective communication skills, both written and verbal
have the ability to prioritize and manage multiple tasks in a fast-paced environment
have a fully functional and up-to-date computer with which to perform duties
be willing to install next-generation endpoint protection on the computer
have a US citizenship
be willing to work on-site in the LA area
What separates the best from the rest:
Bachelor's degree in Computer Science, Information Technology, or a related field
experience with ticketing systems and support tools
desire to draft knowledgebase articles for recurring issues
knowledge of ITIL (Information Technology Infrastructure Library) practices
certifications such as CompTIA A+, Apple Certified Support Professional (ACSP), etc.
understanding of cloud computing technologies (e.g., AWS, Azure)