Tier 2 Technical Support Specialist

Tier 2 Technical Support Specialist Overview Our client is seeking a customer-focused Tier 2 Technical Support Specialist to join their growing support team. In this role, you will troubleshoot and resolve complex printer-related issues while delivering exceptional customer service via phone support. This is a great opportunity for a technical professional with strong problem-solving skills who enjoys helping customers and working with evolving technology. What You’ll Do Provide Tier 2 support for printer-related issues escalated from Tier 1 teams Diagnose and resolve hardware, driver, connectivity, and configuration issues across various printer models Deliver professional, timely phone-based support to customers Accurately document troubleshooting steps and resolutions in the ticketing system Collaborate with engineering and Tier 3 teams on complex or unresolved issues Stay up to date on printer technologies, firmware updates, and troubleshooting best practices Identify recurring issues and contribute to knowledge base articles and process improvements Ensure high levels of customer satisfaction through clear communication and follow-up What You Bring 2–4 years of technical support experience , preferably in printer or hardware troubleshooting Strong knowledge of printer hardware, drivers, and network connectivity Excellent problem-solving and diagnostic skills Proven ability to provide customer support over the phone in a professional and friendly manner Experience with ticketing systems and documentation best practices Strong communication skills and a customer-first mindset Nice to Have (Preferred) Experience supporting enterprise or commercial printer environments Familiarity with firmware updates and device configuration Exposure to escalation workflows and Tier 3 collaboration Why Join? Competitive hourly pay Opportunity to work with cutting-edge printer technologies Collaborative team environment with growth and learning opportunities Ability to build expertise in technical troubleshooting and customer support Compensation: $20/hr to $25/hr. Exact compensation may vary based on several factors, including skills, experience, and education. Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.