Tier 2 Technician

Goal
The goal of the Tier 2 Technician is to provide support to the client in the form of daily support ticket management, issue analysis, issue reproduction, documentation, translation and interpretation.
In addition to these daily tasks, the Tier 2 Technician is expected to support as needed software/system configuration, hardware upgrade activities, release and implementation support, data mining, and general assistance to other internal teams/phases of the project.
Purpose
The purpose of this position is to help isolate root causes of issues, resolve issues, execute assigned tasks, and assist the client within the scope of the role.
The End Result
The valuable end result is resolution of issues, smooth completion of releases, and resolution of any roadblocks with other processes/phases.
Duties and Responsibilities
By no means does this document encompass all the duties a Tier 2 Technician may perform. This serves primarily to highlight the primary areas of responsibility of a Tier 2 Technician.
The primary responsibility of the Tier 2 Technician is to manage support tickets and assist the client in a technical capacity.
The Tier 2 Technician is responsible for creating support tickets in TW’s ticketing system and managing tickets until resolution and verification of resolution.
The Tier 2 Technician is also responsible for helping the client manage support tickets in their ticketing system until resolution.
The Tier 2 Technician is also responsible for configuring systems and software, particularly during rollout of new releases of software.
The Tier 2 Technician is also responsible for creating technical documentation including procedural documents, knowledge base articles, and so on.
The Tier 2 Technician is also responsible for translating technical and other documentation as well as provide interpretation support during meetings as necessary.
The Tier 2 Technician is also responsible for assisting the client in any way as needed within the scope of the role. Some examples include creating and evaluating support ticket reports, helping manage activities between client HQ and client ***** teams, training of client members, facilitation of meetings on support issues, etc.

The Tier 2 Technician must collaborate with team members and client contacts in the continuous improvement of release, issue resolution, and task execution processes.
Tasks
-Creating, managing, and working support tickets with clients and independently with their own personal lab.
-Analyzing issues and assisting Development, QA, and SRE teams to enable them to analyze issues more effectively.
-Provide updates on issues to the client.
-Help client with resolving support tickets.
-Creation and maintenance of technical documentation.
-Self-training and knowledge management of upcoming software releases via review of software release notes, design and other documentation, and use of test environments.
-Communicating with store and/or ***** project member employees to gather information, resolve issues, etc.
-Perform various support tasks as requested by the client.
Summary
The Tier 2 Technician is critical to resolving daily support issues in a timely manner, discovering, analyzing, and resolving bugs in software, configuring systems, ensuring smooth rollouts of new software releases, providing documentation, task execution, and providing general assistance in a technical capacity.