About the Company
Teleperformance is a global leader in digitally integrated business services, operating as a strategic partner to the world’s largest companies. We offer a comprehensive suite of services including customer care, technical support, debt collection, social media, and other specialized programs, leveraging advanced technology and a people-first approach to deliver outstanding customer experiences across various industries. With a strong global presence and a commitment to innovation, we empower our employees to thrive and grow within a dynamic and supportive environment.
Job Description
We are seeking a highly skilled and motivated Remote IT Support Analyst – Tier 2 Technical to join our dedicated team. In this 100% remote role, you will be responsible for providing advanced technical support to internal users and clients, resolving complex IT issues, and ensuring seamless operation of our systems and applications. This position requires strong problem-solving abilities, excellent communication skills, and a solid understanding of various IT infrastructure components and software solutions. You will be a critical point of escalation for Tier 1 issues and will collaborate with other IT teams to implement effective long-term solutions.
Key Responsibilities
- Provide Tier 2 technical support for hardware, software, network, and application issues, escalating to Tier 3 when necessary.
- Diagnose and resolve complex technical problems related to operating systems, desktop applications, mobile devices, and system connectivity.
- Administer user accounts, permissions, and access rights across various platforms including Active Directory and cloud-based services.
- Document all support activities, resolutions, and solutions in the IT service management system.
- Collaborate with cross-functional IT teams on project implementations, system upgrades, and incident management.
- Perform remote troubleshooting and provide guidance to users through diagnostic procedures.
- Contribute to the creation and maintenance of IT knowledge base articles and technical documentation.
Required Skills
- Minimum of 3 years of experience in IT support, with at least 1 year in a Tier 2 role.
- Proficiency in troubleshooting Windows and macOS operating systems.
- Strong knowledge of Microsoft Office 365 suite, including Exchange Online, SharePoint, and Teams.
- Experience with Active Directory user and group management.
- Familiarity with network protocols (TCP/IP, DNS, DHCP) and basic network troubleshooting.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work independently and manage multiple priorities in a remote environment.
Preferred Qualifications
- CompTIA A+, Network+, or Security+ certification.
- ITIL Foundation certification.
- Experience with remote monitoring and management (RMM) tools.
- Knowledge of virtual desktop infrastructure (VDI) environments.
- Experience supporting enterprise-level applications and systems.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off and holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement.
- Employee assistance program and wellness initiatives.
- Fully remote work environment with flexible scheduling options.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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