We are looking for a skilled Tier II/III Remote Help Desk specialist to join our team on a contract basis. In this role, you will provide expert-level technical support to resolve complex issues for a diverse client base. Working remotely, you will handle tickets efficiently while delivering top-notch customer service and maintaining a high level of attention to detail.<br><br>Responsibilities:<br>• Provide Tier II and III technical support for a variety of software, hardware, and network-related issues.<br>• Troubleshoot and resolve problems with Microsoft 365 applications, including SharePoint and Windows systems.<br>• Administer and manage Entra ID (Azure AD), user access, and shared folder permissions.<br>• Diagnose and address network performance concerns, including latency and access point issues, with a focus on Cisco Meraki.<br>• Configure and troubleshoot Outlook mailboxes, delivery issues, and account access.<br>• Assist with software deployment, licensing, and device connectivity challenges.<br>• Escalate high-priority or complex tickets to appropriate teams or stakeholders when necessary.<br>• Provide clear and detailed communication to end-users, ensuring a positive support experience.<br>• Contribute to small-scale projects and offer assistance with advanced-level tickets.<br>• Maintain accurate records of support activities using ticketing systems and remote support tools.

<p>• Minimum of 2 years' experience in IT support at Tier 2 or Tier 3 level.</p><p>• Proficient in Microsoft 365, SharePoint, Windows 10, and Entra ID.</p><p>• Familiarity with Active Directory administration and network troubleshooting, including Cisco Meraki.</p><p>• Competence in handling service desk tickets and utilizing remote support tools.</p><p>• Strong problem-solving skills and ability to prioritize tasks effectively.</p><p>• Excellent communication abilities to provide exceptional customer service.</p><p>• Reliable internet connection and capacity to work independently in a fully remote environment.</p><p>• Previous experience in a contract or remote work setting preferred</p>

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