Remote Technical Support Specialist (Level 2)

Our client is seeking a highly skilled and customer-focused Remote Technical Support Specialist (Level 2) to provide exceptional support to their user base across **Abuja, Federal Capital Territory, NG**, and globally. This fully remote role requires a deep understanding of our client's diverse software and hardware offerings, coupled with outstanding problem-solving abilities and a commitment to customer satisfaction. You will be the primary point of contact for escalated technical issues, diagnosing and resolving complex problems efficiently and effectively.

Key responsibilities include providing advanced technical assistance via phone, email, and chat; troubleshooting software bugs, hardware malfunctions, and network connectivity issues; documenting all support interactions, resolutions, and knowledge base articles; collaborating with Level 1 support and engineering teams to resolve critical issues; identifying trends in support requests and providing feedback for product improvement; and mentoring junior support staff. You will ensure that all service level agreements (SLAs) are met and that customer inquiries are handled with professionalism and empathy.

As a remote position, you will operate from your home office, requiring a stable internet connection and a dedicated workspace. Strong self-management skills, the ability to prioritize tasks, and proactive communication are crucial for success. You will be expected to participate in regular virtual team meetings and contribute to a positive, collaborative remote work culture. A commitment to continuous learning and staying updated on the latest technologies and support best practices is essential. Your expertise will be vital in maintaining high levels of customer satisfaction and ensuring the smooth operation of our client's technological solutions, impacting users in **Abuja, Federal Capital Territory, NG** and beyond.

Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience; 3-5 years of experience in technical support, with at least 2 years in a Level 2 role; proven expertise in diagnosing and resolving complex technical issues across various operating systems (Windows, macOS, Linux), software applications, and hardware; strong understanding of networking concepts (TCP/IP, DNS, DHCP); experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools; excellent customer service, communication, and interpersonal skills; ability to explain technical concepts to non-technical users; self-motivated, organized, and able to work independently in a remote environment; IT certifications (e.g., CompTIA A+, Network+, CCNA) are a plus. Experience supporting enterprise-level software is highly desirable.