IT Support Technician - Tier 2 (Hybrid)

IT SUPPORT TECHNICIAN TIER 2

Classic Collision was established in 1983 in Atlanta, Georgia with one single goal: To offer quality service to its customers with integrity and honesty. Be a part of a rapidly growing company whose mission is to put safety, quality, integrity, and heart into every vehicle we repair and customer we serve.

Classic Collision offers competitive pay, benefits, and career advancement opportunities.

Please come and join our team!

Why Choose Classic Collision?

• Paid Weekly
• Continuous Training
• Supportive Team Culture
• Company match 401K
• Medical/Dental/Vision
• Paid Time Off - 6 Paid Holidays
• Rewarding Work

PRIMARY OBJECTIVES/JOB SUMMARY

The Tier 2 IT Support Technician provides advanced technical support for imaging, configuring, and troubleshooting laptops, peripherals, and system builds according to specific requirements. Responsible for managing and resolving support tickets during downtime, this role ensures minimal disruption to business operations by efficiently addressing hardware, software, and connectivity issues beyond Tier 1 capabilities. The technician documents all support activities accurately, escalates complex problems when necessary, and contributes to maintaining high service standards through collaboration with the IT team. Strong problem-solving skills, effective communication, and the ability to adapt in a fast-paced environment are essential.

ESSENTIAL RESPONSIBILITIES/JOB FUNCTION –Other duties may be assigned as necessary

• Respond to user inquiries and provide technical support through phone, email, and service desk requests.
• Troubleshoot and resolve hardware, software, and connectivity issues using a structured approach that includes problem identification, research, resolution, and follow-up.
• Investigate and resolve escalated technical issues beyond Tier 1 capabilities, leveraging in-depth analysis and available resources.
• Document and track support tickets accurately to ensure timely resolution and adherence to service level agreements.
• Provide advanced support for desktop systems, servers, and mainframe applications to ensure minimal disruption to end-user productivity.
• Determine when to escalate issues to Tier 3 support based on complexity and impact.
• Reproduce reported problems to identify root causes and validate fixes.
• Create and maintain technical documentation and knowledge base articles to support continuous learning and reference.
• May participate in training programs related to Critical Incident Response, Account Management, or Problem Management.

SKILLS/REQUIREMENTS

• Must possess a high school diploma or GED.
• Technical certifications, formal training, or college coursework in IT-related fields are a plus.
• Minimum of 2 years of experience directly related to the listed duties and responsibilities is preferred. Equivalent higher education and/or experience may be considered on a year-for-year basis.
• Proficiency in imaging, reimaging, and configuring laptops and peripheral devices according to specifications.
• Ability to troubleshoot hardware, software, and connectivity issues efficiently.
• Experience using ticketing systems to document, track, and resolve technical issues.
• Willingness to assist with special IT projects and support team efforts as needed.

COMPETENCIES

• Communication – Demonstrates strong verbal and written communication skills with the ability to interact effectively with users and team members.
• Adaptability – Thrives in a fast-paced environment, quickly adjusting to changing priorities while managing multiple tasks simultaneously.
• Detail Orientation – Maintains accuracy and precision in troubleshooting, documentation, and ticket management.
• Technical Proficiency – Leverages advanced computer skills and technical knowledge to diagnose and resolve user issues efficiently.
• Organization – Applies strong organizational and time management skills to balance workload and ensure timely resolution of support requests.

LINES OF COMMUNICATION

The IT Support Technician Tier 2 will report directly to the IT Help Desk Manager and will often be in contact with employees throughout the company via phone, email, and the service desk requests.

WORKING CONDITIONS

The IT Support Technician Tier 2 is a full-time remote position.

Classic Collision is an Equal Opportunity Employer:

As an equal opportunity employer, Classic Collision does not discriminate against any employee or candidate based on age, race, gender identity, gender expression, genetic information, national origin, physical or mental disability, protected veteran status, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by all applicable federal, state, and local laws.

Reasonable Accommodations:

Classic Collision is an equal opportunity employer that is committed to working with and providing reasonable accommodations to individual with disabilities. If you have a disability and you believe you need a reasonable accommodation to search for a job opening or submit an online application, please e-mail [email protected] or call (470)500-6808. This email and phone number are listed exclusively to assist disabled job seekers whose disability prevents them from being able to apply online.

This job description is not a complete statement of all duties and responsibilities comprising the position.