L1 & L2 Support

A growing organization in Englewood Cliffs, NJ is currently seeking an L1 & L2 Tech Support professional for a contract-to-hire position with potential for extension and conversion. This role requires providing technical support to ensure seamless IT operations.
About the Opportunity:
This section helps highlight specific details about the role.

• Hybrid or Remote: Hybrid (rotating schedule)
• Shift: Open to night and weekend shifts
• Schedule: Rotating
• Hours: Full-time
• Setting: Broadcast operation, 24/7 availability

• Serving as the first line of support for all incoming IT incidents and service requests
• Responding to phone calls, emails, and ticketing system submissions promptly
• Troubleshooting and resolving hardware, software, network, and application issues
• Guiding users through step-by-step solutions and providing "how-to" assistance
• Escalating unresolved or complex issues to L2 support

• 1-2 years of IT helpdesk or technical support experience preferred
• High school diploma or equivalent required; advanced degree preferred
• Relevant certifications such as CompTIA, Microsoft, or Cisco (preferred)
• Familiarity with Windows, MacOS, Office 365, and common business applications
• Basic understanding of networking concepts (DNS, DHCP, VPN, Wi-Fi)
• Experience with ticketing tools like ServiceNow, Jira, or Zendesk
• Strong communication and customer service skills
• Ability to multitask and prioritize effectively in a fast-paced environment

• 1-2 years of additional IT support experience
• Advanced degree in a related field
• Additional relevant certifications
• Experience with advanced networking
• Strong analytical and problem-solving skills