L2 Support Engineer

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

📋 Description

• Serve as the primary expert for our clients, expertly troubleshooting a range of issues from Windows devices and Microsoft 365 to network infrastructure and VoIP systems.

• Take charge of client communications, fostering relationships, managing expectations, and ensuring every interaction concludes positively.

• Skillfully manage your ticket queue, effectively prioritizing tasks and handling warm transfer escalations with a composed and confident demeanor.

• Contribute to a functional knowledge base by creating and refining documentation that empowers the entire team to excel.

• Act as a bridge between clients and vendors, facilitating incident resolution and ensuring smooth support from start to finish.

• Collaborate with the team during weekly meetings and team-led training sessions, helping to advance both your personal growth and the company's objectives.

• Set a positive example by maintaining our commitment to accountability, proactive service, and outstanding customer support.

⛳️ Requirements

• Practical expertise in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies.

• Significant experience with Microsoft 365, Hyper-V, DNS, and DHCP.

• Proven knowledge of advanced networking principles and the capability to troubleshoot firewalls, switches, and Wi-Fi systems.

• A strong commitment to exceptional customer service and a demonstrated ability to build trust while defusing challenging situations.

• A history of creating comprehensive internal documentation that aids your colleagues in their development.

• Familiarity with Remote Access Solutions such as Remote Desktop and RemoteApps.

• A willingness to learn and a team-oriented attitude—you thrive on helping others progress.

🏝️ Benefits

• Access to top-notch tools and practical documentation that is genuinely helpful.

• Genuine opportunities for advancement through team-led training and exposure to the latest technology.

• A company that values initiative, encourages growth, and supports your professional journey.

• A team that listens, learns, and collaborates to achieve success together.