LEAP Legal Software1 follower16 jobs

Technical Specialist (Level 2)

Mid levelFull-timeHybridSydney NSW, AustraliaPosted 19 hours agoVerified 2 days ago
Pending fitX of Y criteria met

About the job

As a Technical Specialist (Level 2 HelpDesk) at LEAP, you will leverage your technical expertise and collaborative mindset to resolve complex issues, ensuring clients receive timely and professional support. Your role is vital in enhancing the overall client experience, as you will not only troubleshoot problems but also identify recurring issues and refine processes. Join a dynamic team that thrives on helping people and enjoy the opportunity to grow your career in a supportive and innovative environment.

You'll be responsible for

📞

Managing Level 2 support cases

Overseeing Level 2 support cases from initial escalation through to resolution, ensuring accountability throughout.
🤝

Collaborating with the Escalations Team

Working with the Escalations Team to resolve widespread or high-impact incidents effectively.
👩‍🏫

Supporting and mentoring Client Support Specialists

Assisting Client Support Specialists with escalated cases and providing technical guidance.

Key criteria

🖥️

Technical support experience

Proven experience in Level 2 Helpdesk or Technical Support roles.

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📞

Communication skills

Excellent written and verbal skills for clear technical explanations.

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🛠️

Hands-on hardware experience

Experience working with hardware and local IT environments.

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View more

Meet the team

About the company

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4 criteria for this job
Technical support experience
Proven experience in Level 2 Helpdesk or Technical Support roles.

View

Communication skills
Excellent written and verbal skills for clear technical explanations.

View

Hands-on hardware experience
Experience working with hardware and local IT environments.

View

Ticketing system proficiency
Experience using ticketing systems and CRM software effectively.

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