About the Company
Teleperformance is a global leader in digitally integrated business services, connecting the biggest and most respected brands in the world with their customers. We are driven by the belief that human touch combined with technology delivers real impact. With a presence in over 88 countries, Teleperformance employs over 380,000 people, delivering outstanding customer experience and technical support solutions across various industries.
Job Description
We are seeking a highly skilled and dedicated Teleperformance Remote IT Support Analyst – Tier 2 Technical to join our remote team based in Omaha, Nebraska. This is a 100% remote position. As a Tier 2 analyst, you will be responsible for providing advanced technical support to internal users and clients, resolving complex IT issues, and escalating problems to appropriate teams when necessary. Your expertise will be crucial in maintaining the smooth operation of our IT infrastructure and ensuring user satisfaction. This role requires a proactive problem-solver with excellent communication skills and a deep understanding of IT systems and applications.
Key Responsibilities
- Provide expert-level technical support and troubleshooting for hardware, software, network, and system issues, primarily through remote tools.
- Diagnose and resolve complex technical problems that Tier 1 support cannot handle, often involving in-depth analysis and research.
- Manage and prioritize a queue of support tickets, ensuring timely resolution and clear communication with users.
- Perform root cause analysis for recurring issues and implement preventative measures.
- Collaborate with other IT teams (e.g., network, systems, development) to resolve cross-functional issues.
- Document technical solutions, procedures, and knowledge base articles for internal and user reference.
- Assist in the deployment, configuration, and maintenance of IT equipment and software for remote users.
- Contribute to IT projects and initiatives as required.
- Provide guidance and mentorship to Tier 1 support staff.
Required Skills
- Proven experience (3+ years) in a Tier 2 IT support role or similar.
- Strong knowledge of Windows and macOS operating systems.
- Proficiency in troubleshooting network connectivity issues (TCP/IP, DNS, VPN).
- Experience with Active Directory and user account management.
- Familiarity with Microsoft Office 365 suite and collaboration tools (e.g., Teams, SharePoint).
- Excellent problem-solving and analytical abilities.
- Strong communication skills, both written and verbal.
- Ability to work independently and as part of a remote team.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk).
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Relevant IT certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified: Modern Desktop Administrator Associate).
- Experience with virtual desktop infrastructure (VDI) environments.
- Knowledge of ITIL principles and practices.
- Experience supporting cloud-based applications (e.g., Azure, AWS).
Perks & Benefits
- Competitive annual salary.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career growth.
- Employee assistance program.
- Flexible remote work environment.
- Access to cutting-edge technology and tools.
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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