Remote Technical Support Agent / Bilingual

This role involves providing Tier 1 and Tier 2 technical support, troubleshooting complex hardware, software, and network issues, and ensuring timely resolution. The agent will support various applications, voice systems, and remote access, identifying root causes and communicating solutions to users. Success requires strong problem-solving and analytical skills, with a focus on preventing future recurrences and supporting junior agents.

Must Have

• Provide Tier 1 and Tier 2 support
• Troubleshoot and resolve complex issues
• Support maintenance of hardware/software, client proprietary, COTS, and Unisys applications
• Assist with resolution of issues with voice communications and voicemail systems
• Assist with resolution of issues with network connectivity, printing, and remote access
• Identify root causes of problems and take responsibility for timely solution
• Communicate problem, resolution, and root cause information to users
• Support L1 and L2 support agents
• Utilize problem-solving and analytical skills
• High School Diploma or GED
• 2-4 years’ experience in area of responsibility

Good to Have

• Technical certification or Associate Degree

What success looks like in this role:

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
• Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
• Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

You will be successful in this role if you have:

• High School Diploma or GED required
• May require technical certification or Associate Degree
• Generally, 2-4 years’ experience in area of responsibility