Looking for a career at Saintly Solutions?
At Saintly Solutions, we believe in delivering top-tier technology solutions with a commitment to excellence, innovation, and customer success. Our team is made up of passionate problem-solvers, forward-thinking technologists, and dedicated support specialists who thrive in a collaborative environment.
If you’re looking to grow your career, take on exciting challenges, and be part of a company that values expertise, integrity, and continuous learning, Saintly Solutions is the place for you. Explore our open positions and find your next opportunity with us!
Ready to make an impact? Browse our current job openings below.
Job Title: Level 2 Technical Support Specialist (with Management Responsibilities)
Location: Remote
Job Type: Contract to Hire
Job Summary
We are seeking a highly skilled Level 2 Technical Support Specialist with leadership experience to oversee and manage support operations. This role requires advanced troubleshooting expertise, strong leadership abilities, and a commitment to delivering high-quality customer service. The ideal candidate will be responsible for resolving complex technical issues, mentoring junior support staff, and improving support processes.
Key Responsibilities
Technical Support & Issue Resolution:
- Act as an escalation point for Level 1 and Level 2 support teams, handling complex technical issues.
- Diagnose and resolve hardware, software, and network-related problems.
- Provide remote and onsite technical support as needed.
- Work closely with engineering teams to identify, document, and resolve recurring issues.
- Maintain detailed documentation of issues and resolutions in the support ticketing system.
Management & Leadership:
- Lead and mentor a team of Level 1 and Level 2 support specialists, fostering growth and skill development.
- Coordinate workload distribution and ensure timely resolution of support tickets.
- Develop and implement best practices to improve customer support efficiency.
- Conduct training sessions for support staff on new technologies, troubleshooting techniques, and customer service.
- Assist in hiring and onboarding new technical support staff.
Process Improvement & Documentation:
- Identify trends in support issues and implement proactive solutions.
- Develop and update technical documentation, FAQs, and knowledge base articles.
- Collaborate with IT and engineering teams to streamline support workflows and automation.
Customer & Stakeholder Communication:
- Serve as the primary point of contact for escalated customer issues and VIP clients.
- Communicate technical solutions clearly to non-technical users.
- Provide reports and insights on support performance to senior management.
Qualifications & Skills
Required:
- 5+ years of experience in technical support, with at least 2 years in a Level 2 or Level 3 support role.
- 2+ years of experience in a leadership or managerial role within a support team.
- Strong troubleshooting skills in: Windows, macOS, Linux, networking, cloud platforms, databases
- Experience working with IT service management (ITSM) and ticketing systems (e.g. Helpscout, Asana, ConnectWise).
- Excellent communication and leadership skills.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred:
- Certifications such as ITIL, CompTIA A+/Network+, Microsoft Certified (MCP, MCSA, MCSE), or equivalent.
- Experience in scripting or automation (PowerShell, Python, Bash, etc.).
- Knowledge of cybersecurity best practices.
What We Offer:
- A dynamic, collaborative, and supportive work environment.
- Competitive salary.
- Opportunities for career growth and development.