Tier 2 Help Desk Specialist - Weekday Overnight

CGI Group Inc.•San Antonio, TX

30d•Hybrid

About The Position

We are seeking a dedicated and experienced Tier 2 Customer Service Representative to join our helpdesk team. The ideal candidate will provide expert-level support to our clients, resolving the most complex issues and ensuring a high level of customer satisfaction. This role requires advanced technical skills, excellent communication abilities, and a commitment to delivering exceptional service. Shift Hours: M-F / 10:00 pm to 7:00 am This position is located in our San Antonio, TX office; however, a hybrid working model is acceptable.

Requirements

High school diploma or equivalent; associate or bachelor's degree in a related field preferred.
Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position.
Advanced technical troubleshooting skills and the ability to learn new technologies quickly.
Excellent verbal and written communication skills.
Ability to work independently and as part of a team.
Strong organizational skills and attention to detail.
Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software - ServiceNow ITSM preferred.
Experience with cloud infrastructure-based IT systems, with a preference for Google Cloud and Kubernetes.
Experience with DevSecOps concepts and practices.
Excellent troubleshooting and problem-solving skills.
Strong communication and interpersonal skills.
Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information

Responsibilities

Provide expert functional and technical support to clients via phone, email, and chat.
Troubleshoot and resolve the most complex customer issues in a timely and efficient manner.
Serve as the escalation point for unresolved issues from Tier 2 support or other teams.
Document all customer interactions and issue resolutions in the helpdesk ticketing system.
Collaborate with Tier 1 and Tier 2 support representatives to ensure seamless service delivery.
Maintain up-to-date knowledge of company products, services, and support policies.
Assist in the development and implementation of advanced support documentation and training materials.
Participate in ongoing training and professional development opportunities.
Participate in rotation to provide 24/7 support.
Maintain the security and integrity of sensitive information as per client's needs.
Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.