Technical Support Engineer - Tier 2

Our client is seeking a skilled and customer-focused Technical Support Engineer to join their IT support team in **Kitchener-Waterloo, Ontario, CA**. This role is integral to providing advanced technical assistance and resolving complex issues for clients, ensuring high levels of customer satisfaction. You will handle escalated support requests, diagnose hardware and software problems, and implement effective solutions. The ideal candidate will possess a strong understanding of IT infrastructure, networking principles, operating systems (Windows, macOS, Linux), and common business applications. Experience with ticketing systems and remote support tools is essential. You will collaborate with internal technical teams to identify root causes of recurring issues and contribute to knowledge base development. Key responsibilities include troubleshooting complex technical problems, guiding users through step-by-step solutions, and documenting support activities thoroughly. This position requires excellent analytical and problem-solving skills, coupled with outstanding communication and interpersonal abilities. You must be able to explain technical concepts clearly to both technical and non-technical users. We are looking for a proactive, patient, and dedicated individual committed to providing exceptional support. This hybrid role requires a combination of in-office presence for team collaboration and client interactions, and remote work flexibility. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is required. Join a supportive and innovative team dedicated to delivering top-tier technical support services.