Job Summary

New York City Jobs is seeking a Remote Tier 2 Technical Support and Client Issue Resolution Analyst to provide advanced troubleshooting, system analysis, and customer-focused resolutions for complex technical issues. This role is ideal for professionals with a strong background in IT support, client service, and technical diagnostics who can manage escalated tickets and ensure client satisfaction. You will serve as the critical link between Tier 1 support and engineering teams, ensuring every technical issue is resolved efficiently, professionally, and with a customer-first approach.

Key Responsibilities

• Handle escalated technical issues from Tier 1 support teams, diagnosing and resolving hardware, software, and network-related problems.

• Provide in-depth troubleshooting for systems, applications, and connectivity issues across various platforms (Windows, macOS, Linux).

• Collaborate with development and infrastructure teams to resolve complex issues and recommend long-term solutions.

• Document technical resolutions, issue patterns, and update the internal knowledge base for continuous improvement.

• Assist in root cause analysis (RCA) and implement preventive measures for recurring technical issues.

• Maintain communication with clients throughout the resolution process, ensuring timely and professional updates.

• Support onboarding and mentoring of Tier 1 agents, offering training on advanced troubleshooting techniques.

• Manage ticket prioritization and ensure SLA compliance.

• Participate in after-hours support rotations if required for critical incidents.

Required Skills and Qualifications

• Bachelors degree in Information Technology, Computer Science, or related field (or equivalent experience).

• Proven experience in Tier 2 or advanced technical support roles.

• Strong proficiency in diagnosing system, software, and network-related issues.

• Knowledge of remote support tools, ticketing systems (e.g., Zendesk, ServiceNow, Jira), and CRM applications.

• Excellent communication skills with the ability to explain complex technical concepts to non-technical users.

• Strong analytical and problem-solving abilities with a detail-oriented mindset.

• Ability to work independently and manage multiple cases simultaneously.

• Familiarity with ITIL processes or equivalent frameworks is an advantage.

Experience

• Minimum of 2–4 years of experience in IT support, technical troubleshooting, or client service roles.

• Prior experience working in a remote technical support or helpdesk environment preferred.

Working Hours

• Flexible working hours based on client requirements.

• Standard shift: Monday to Friday, 9:00 AM – 6:00 PM EST.

• Occasional weekend or on-call support may be required for urgent issues.

Knowledge, Skills, and Abilities

• Deep understanding of computer systems, operating systems, and networking fundamentals.

• Ability to identify and resolve client issues quickly under minimal supervision.

• Exceptional written and verbal communication skills.

• Team-oriented with a strong focus on collaboration and continuous learning.

• High level of professionalism, patience, and empathy when handling client concerns.

Benefits

• Competitive salary package with performance-based incentives.

• Fully remote work setup with necessary technical equipment provided.

• Health, dental, and vision insurance.

• Paid time off and flexible scheduling.

• Opportunities for professional development and certification support.

• Inclusive and supportive work culture that values innovation and collaboration.

Why Join New York City Jobs

At New York City Jobs, we believe in empowering our team to deliver exceptional service and thrive in a flexible, innovative environment. Joining us means being part of a high-performing global support team where your expertise is recognized, your ideas are valued, and your career growth is prioritized. We promote a culture of learning, teamwork, and excellence, ensuring every team member can make a meaningful impact.

How to Apply

Interested candidates are invited to submit their updated resume and a brief cover letter detailing their relevant experience and technical expertise.
Apply directly through our website at www.newyorkcityjobs.com/careers or send your application to us with the subject line: Application – Remote Tier 2 Technical Support and Client Issue Resolution Analyst.