Application Support Engineer L2

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Address advanced customer issues that Level 1 agents were unable to resolve.

• Deliver comprehensive troubleshooting and solutions for intricate problems.

• Provide technical support for products or services, focusing on advanced user inquiries.

• Work in partnership with technical or development teams to address complex technical challenges.

• Cultivate a thorough understanding of the company's products and services.

• Remain informed about new features, updates, and modifications.

• Contribute to the creation of knowledge base articles for frequent issues and solutions.

• Share valuable insights with Level 1 agents to enhance overall team knowledge.

• Record customer interactions, troubleshooting procedures, and resolutions systematically.

• Collaborate with Level 3 support, supervisors, and other departments as necessary.

• Educate customers on optimal product or service usage and best practices.

• Assist in training new agents and offer mentorship.

• Produce reports on prevalent issues, resolutions, and customer feedback.

• Contribute to customer care performance reports.

• Work alongside product development, sales, and marketing teams to address customer concerns.

• Occasionally serve as a Level 1 Agent when necessary.

⛳️ Requirements

• Minimum of 3 years of experience with Windows Server 2008/2008 R2, 2012/2012 R2, and 2016.

• Background in IT security and networking.

• Experience in systems monitoring and incident management.

• Proficiency in troubleshooting Active Directory, DNS, DHCP, and firewalls.

• Familiarity with SQL Server databases.

• Excellent proficiency in both spoken and written English and Spanish.

• PowerShell scripting experience is preferred or considered advantageous.

• Knowledge of server hardware is a plus.

• Availability for a schedule from 2:00 PM to 10:00 PM and weekend shifts twice a month.

🏝️ Benefits

• Salary is 100% on payroll in Mexico.

• Savings fund of 8% of gross base salary.

• Christmas bonus, vacation days, and vacation bonus as per legal requirements.

• Major medical insurance provided (for the employee only).

• Flexible remote work arrangement.

• Indefinite-term contract.