Rarity Solutions, LLC is a technology services provider located in Houston, TX. We specialize in offering Managed IT, Security, Backup, and Disaster Recovery services to businesses in the Architectural, Engineering, and Construction industries. Our tailored solutions are designed to enhance efficiency and security for our clients, ensuring technology serves as a seamless extension of their project successes. We are dedicated to being more than just an IT services provider - we aim to be a strategic partner that understands the unique needs of our clients.
Role Description
This is a full-time on-site role for a Tier 2 Technician. The Tier 2 Technician will be responsible for providing technical support and troubleshooting for clients in the Architectural, Engineering, and Construction industries. This includes resolving hardware and software issues, configuring and maintaining systems, and assisting with network and security setup. This position will involve interacting with clients via phone, email, chat, and onsite to resolve complex technical issues related to software and hardware that were escalated from Tier 1 support.
Key Responsibilities:
Provide advanced technical support to clients via phone, email, chat, and onsite
Troubleshoot and resolve complex hardware and software issues related to applications such as AutoCAD, Revit, and Bluebeam escalated from Level 1 support
Collaborate with Level 3 support and other technical teams as needed to resolve issues specific to our clients
Analyze and resolve issues related to network connectivity, server performance, and system failures
Maintain accurate records of all support interactions in the company's ticketing system
Develop and maintain knowledge of client applications and technologies to improve the resolution of support issues
Train Tier 1 technicians on client applications and technical support best practices
Provide exceptional customer service and maintain a positive client relationship
Participate in the on-call rotation to provide after-hours support as needed
Qualifications
Strong knowledge of hardware and software troubleshooting
3-5 years of experience in a helpdesk or technical support role
Experience with network setup and security
Ability to diagnose and resolve technical issues
Excellent problem-solving and communication skills
Ability to work independently and as part of a team in a fast-paced environment
Experience in the Architectural, Engineering, or Construction industries is a plus