Tier2 Technical Support Representative

Date: Feb 12, 2026 Location: Marlborough, MA, US, 01752 Company: Optos Job Title: Tier 2 Technical Support Representative Location: Marlborough, MA 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 $55k-$60k 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.