L1 & L2 Support - LA

A leading company in Los Angeles is currently seeking an L1 & L2 Tech Support professional. This role will provide both first-line support for basic technical issues and advanced support for escalated cases.
About the Opportunity:
This position offers a contract-to-hire opportunity with the potential for extension or conversion.

• Hybrid or Remote: Hybrid, rotating schedule.
• Shift: Open to night and weekend shifts.
• Schedule: 24/7 operation.
• Hours: TBD based on rotation.
• Setting: IT Support Environment.

• Providing initial support for incoming IT incidents and requests.
• Responding promptly via phone, email, and ticketing systems.
• Troubleshooting and resolving technical issues at various levels.
• Guiding users through solutions or escalating issues as needed.
• Maintaining records of user interactions and issue resolutions.

• 1-5 years of IT support experience.
• Associate's or Bachelor's degree in IT or related field preferred.
• Relevant certifications such as CompTIA A+ or Network+.
• Proficiency in Windows, MacOS, Office 365, and networking basics.
• Familiarity with ticketing tools like ServiceNow or Jira.
• Excellent communication and customer service skills.
• Ability to multitask and prioritize in a dynamic environment.
• Problem-solving and analytical skills.
• Team collaboration and mentorship abilities.

• 3+ years of experience in similar roles.
• Bachelor's degree in IT or related field.
• Cisco CCNA certification.
• Advanced networking skills (TCP/IP, VPN, firewalls).
• Strong problem-solving and troubleshooting capabilities.