About the role
Take your IT career to new heights as a Level 2 Support Specialist with this client-focused technology company! In this role, you'll tackle challenging technical issues that require advanced problem-solving skills and deep technical knowledge, providing solutions that clients depend on for their business operations. You'll have the exciting opportunity to expand your expertise and potentially grow into Level 3 responsibilities over time. This position offers significant professional development in a company that values long-term relationships, technical excellence, and the growth of their team members. You'll work directly with the help desk manager while providing guidance to Level 1 staff, positioning you as a key technical resource within the organization.
Responsibilities
Resolve complex technical issues that have been escalated from Level 1 support
Apply advanced troubleshooting methodologies to identify and fix challenging problems
Provide technical guidance and mentorship to Level 1 support staff
Create comprehensive documentation of solutions and procedures for knowledge sharing
Communicate effectively with clients about sophisticated technical matters in easy-to-understand terms
Develop and maintain strong relationships with clients who rely on your technical expertise
Identify patterns in recurring issues and propose preventative solutions
Contribute to improving support processes and technical documentation
Take on select Level 3 responsibilities as your skills and experience develop
Requirements
Proven experience in IT support beyond entry-level positions
Comprehensive technical knowledge of business systems, networks, and common applications
Advanced troubleshooting and analytical problem-solving abilities
Excellent communication skills with professional English fluency for clear technical explanations
Demonstrated ability to translate complex technical concepts into understandable language
Reliable high-speed internet connection with backup options to ensure uninterrupted service
Quiet, professional home office environment free from background noise and distractions
Strong customer service orientation with a solution-focused approach
Experience with documentation and knowledge base management
Ability to work both independently and collaboratively within a technical support team
Commitment to continuous learning and staying current with evolving technologies
About the company
BruntWork is a leading remote outsourcing company that specializes in connecting companies with top-tier talent from around the world. With clients spanning across Australia, the United States, Canada, New Zealand, Singapore, and Europe, BruntWork is committed to offering flexible work opportunities that cater to both organization needs and employee aspirations. Founded in 2020, the company strives to revolutionize the hiring landscape by pairing ambitious startups with skilled professionals.
The team's mission is clear: to enable businesses to thrive by providing access to a distributed workforce that can perform essential tasks remotely. Whether you are a skilled customer service representative, marketer, or IT expert, there's a place for you at BruntWork. The company values innovation, inclusivity, and integrity, ensuring a rich culture where employees can succeed and grow professionally, without the confines of traditional office settings. This commitment to creating an enriching remote work environment is what sets BruntWork apart in the staffing and recruiting industry.