Tier2 Technical Support Representative

Tier2 Technical Support Representative Apply now »

Date:

May 6, 2026

Location:

Marlborough, MA, US, 01752

Company:

Optos Job Title:

Tier2

Technical Support Representative Location:

Marlborough, MA Hours:

11:30 AM - 8:00 PM

EST ROLE SUMMARY

We are currently looking for a Tier 2 Technical Support Representative to join our Customer Service Department based in Marlborough, MA. You will be responsible for helping customers solve more complex technical issues, usually by remote diagnosis in a timely manner. The Tier 2 Technical Support Representative role will also include telephone support of our custom Windows application, Windows operating systems, and limited network support for customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer all customer enquiries concerning operation and configuration of the Daytona, California, Monaco, Silverstone and Nikon Retina Station.
• Trouble-shooting network problems, including connectivity, wireless LAN access, VPN/broadband and non-reporting issues.
• Log every interaction into the CRM system.
• Call escalation to support teams for critical issues.
• Remote installation/troubleshooting for software and upgrades, data base repair and removal of software viruses.
• Research technical and software issues to identify trends for early detection and repair.

MINIMUM QUALIFICATIONS

• Extensive knowledge and practical experience of operating systems including Windows 7/10/11 essential.
• PC hardware and configuration skills essential.
• Intermediate networking knowledge required.
• Previous experience working in a customer care environment.
• Excellent problem solving, telephone and communication skills.
• Knowledge of IT operations, responsibilities, workflow processes and procedures to resolve inquiries independently.
• Good customer and vendor relationship skills.
• Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.
• Ability to work flexibly with the team to ensure timely delivery of service.
• Ability to produce high quality work under pressure and within tight timescales.
• An ability to work within tight deadlines and manage time effectively.
• Strong team player with flexible attitude to work priorities.
• Excellent computer skills (MS Office applications and Internet browsers).

BENEFITS

At Optos, we offer a highly competitive compensation and benefits package. The annualized salary range for this position is $60k-$65k based on experience.

EQUAL OPPORTUNITIES EMPLOYER

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, age or protected veteran status. If you feel you have the necessary skills and experience and want to join a great team, please click on the Apply button!

Nearest Major Market:

Boston Apply now »