Job Directory Level I & II Support Specialist

Level I & II Support Specialist
Boston, MA

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Job Description

We are looking for a Level I & II Support Specialist to be part of the service desk team. This involves prioritization, resolution and completion of escalated tickets of end user help requests (internal and customers).

Job Description:

* The main mission consists of delivering first and second level support to our customers and internal users
* Resolution of issues through service desk manager
* Ensure all issues are registered and followed until completion
* Diagnosing and troubleshooting
* Install, maintain and upgrade equipment and its associated infrastructure
* Identifies, researches, and resolves technical problems
* Create and Update Support documentations
* Create & Update FAQ (knowledge base)


* Bachelor degree in Computer Science (or equivalent)
* At least 3 years of experience in similar role
* Experience in helpdesk operations, that includes Windows and Mac clients
* Perfect command of English, Spanish is an asset
* Excellent written and verbal communication


* Atlasian JIRA & Confluence
* Mac OS (using command line, being able to read logs, find processes, create shell scripts)
* Windows (using command line, understanding Active Directory and network accounts and relationships to effectively support end-users, create batch scripts)
* Understand basic networking technologies (LAN/WAN and wireless)
* Knowledge and ability to remotely manage client systems
* Highly skilled in documenting written troubleshooting steps and instructions
* Knowledge in Java (is a plus)
* Knowledge of SQL (is a plus)
* MS Office (Windows and Mac) software

Starting: as soon as possible.

Location: Boston, USA

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