Application Support Engineer L2

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

📋 Description

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

• Provide comprehensive troubleshooting and solutions for complex problems.

• Deliver technical support for products or services, tackling more advanced user inquiries.

• Collaborate with technical or development teams to address complex technical challenges.

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

• Keep current with new features, updates, and modifications to ensure accurate information delivery.

• Contribute to knowledge base articles detailing common issues and corresponding solutions.

• Share insights and information with Level 1 agents to enhance overall team expertise.

• Document detailed information regarding customer interactions, troubleshooting processes, and resolutions for future reference.

• Collaborate with Level 3 support, supervisors, or other departments when issues necessitate higher-level intervention.

• Educate customers on effective usage of products or services.

• Provide guidance on best practices to enhance customer experience.

• Assist in training new agents, sharing knowledge, and offering mentorship.

• Promote ongoing professional development within the team.

• Generate reports on common issues, resolutions, and customer feedback for management review.

• Contribute to regular performance reports for the customer care department.

• Work closely with other teams, such as product development, sales, and marketing, to effectively address customer concerns.

• Occasionally, act as a Level 1 Agent when required.

⛳️ Requirements

• 3 years of experience with Windows Server (2008/2008 R2/2012/2012 R2/2016).

• Background in IT security and Networking.

• Experience in systems monitoring and incident management.

• Proficiency in troubleshooting Active Directory, DNS, DHCP, Firewall, etc.

• Experience with SQL Server Databases.

• Script development experience, preferably in PowerShell (nice to have).

• Knowledge of server hardware (nice to have).

• Proficient in English and Spanish, both spoken and written.

🏝️ Benefits

• Remote work arrangement.

• Indefinite-term contract.

• Comprehensive health insurance and 401K.

• Paid time off (PTO).