Technical Helpdesk Tier 2 Specialist

Job Description

Teleperformance India is seeking an experienced Technical Helpdesk Tier 2 Specialist to provide advanced technical support for customers experiencing hardware, software, and network-related issues. The role involves troubleshooting complex technical problems that require in-depth analysis beyond first-level support. The specialist will ensure timely issue resolution while maintaining excellent customer service standards. Strong analytical, communication, and technical skills are essential for success in this role.

Key Responsibilities:

Diagnose and resolve advanced technical issues remotely.
Handle escalated cases from Tier 1 support teams.
Troubleshoot software, hardware, networking, and application problems.
Document troubleshooting steps and maintain accurate service records.
Collaborate with engineering and technical teams for complex issues.
Ensure service level agreements (SLAs) are consistently achieved.
Assist in developing technical knowledge base articles.
Guide customers through technical solutions with clear communication.
Monitor recurring issues and recommend process improvements.
Participate in technical training and certification programs.