Tier II Advanced Support Agent en Agil3 Technology Solutions (A3T)
Agil3 Technology Solutions (A3T) · San Antonio, Estados Unidos De América · Onsite
- Professional
- Oficina en San Antonio
Tier II Advanced Support Agents provide second-level technical support for the contract environment. They handle escalated incidents and requests that cannot be resolved at Tier I, offering advanced troubleshooting across the customer’s IT infrastructure. Tier II staff support remote connectivity, authentication, email, mobile devices, software installations, and hardware, ensuring timely resolution of complex issues in compliance with established performance standards.
Key Responsibilities
Key Responsibilities
- Provide advanced troubleshooting and resolution for escalated incidents including:
- Mobile device issues (AirWatch or equivalent mobile service environment).
- Email and Microsoft Outlook functionality.
- Personal Identity Verification (PIV) card authentication and access issues.
- VPN connectivity (Global Protect, Zscaler, or DHS Workplace remote access tools).
- Microsoft Office suite and Windows operating system issues.
- Active Directory account or access issues.
- Remote workstation and peripheral troubleshooting (laptops, desktops, tablets, printers, scanners, cameras).
- Remote software installations using approved government tools.
- Document all troubleshooting steps and resolutions in the Government ITSM tool (e.g., ServiceNow).
- Escalate unresolved incidents to internal teams or third-party vendors, ensuring complete and accurate ticket handoff.
- Answer and respond to transferred calls, chats, and tickets within required service levels.
- Support major incident management, participating in bridge calls and providing status updates on customer impacts.
- Monitor and maintain service quality, ensuring that Tier II incidents are resolved or escalated within required timeframes.
- Contribute to knowledge management by creating and updating troubleshooting documentation, knowledge articles, and SOPs.
- Collaborate with Tier I staff to provide feedback and informal training on recurring escalation issues.
- Participate in continuous improvement initiatives, recommending process or tool enhancements.
- Education: Associate’s degree or higher in Information Technology or related field (preferred).
- Experience:
- Minimum 3–5 years of experience in IT support, help desk, or technical troubleshooting.
- Experience supporting enterprise environments and federal customers strongly preferred.
- Certifications:
- ITIL v4 Foundation (required).
- CompTIA A+, Network+, or Security+ (preferred).
- Microsoft Certified Desktop Support Technician (MCDST) or equivalent (preferred).
- Skills:
- Strong technical troubleshooting skills for enterprise applications, networks, and operating systems.
- Proficiency with ITSM tools (ServiceNow experience preferred).
- Ability to manage multiple escalations simultaneously while maintaining attention to detail.
- Strong communication skills for working directly with end-users and documenting technical solutions.
- Customer service focus with ability to explain complex issues in simple terms.
- Must be a U.S. Citizen.
- Must pass government background investigation.
- Must be available to work shifts (day, swing, or night) to support 24x7x365 operations.
