Bilingual IT Helpdesk Tier 2 (Spanish and English)

As a Helpdesk Tier 2 Technician at Staff4Me, you will be part of a dedicated team providing technical support to our clients. You will be responsible for resolving escalated support tickets, troubleshooting complex issues, and ensuring a high level of customer satisfaction.

Key Responsibilities

• Staff an inbound team to support property staff and vendors
• Inbound calls, Inbound chat/email/SMS, Escalations from Call Center
• Create case, Initial triage and troubleshooting, Intermediate troubleshooting
• Call Types: SSID, VLAN, DHCP, Firewall, Account, 802.1x, Bandwidth limiting, Portal changes/Experience changes, Combination of immediate and future requests, Network Outages/performance complaints Escalations
• Internet (End-user account issues, Wifi issues, Vlan issues, Speed complaints)
• CATV (Missing/Distorted channels, Channel numbering issues, STB MACD, Upgrades/Downgrades)
• IOT and other similar services supported.

• Strong knowledge of IT systems, including hardware, software, and networking.
• Experience in troubleshooting and resolving complex technical issues.
• Excellent communication and interpersonal skills.
• Ability to work independently and prioritize tasks effectively.
• Strong problem-solving and analytical skills.
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL are plus
• Associate's or Bachelor's degree in Information Technology or related field is a plus.