XTN-BE88495 | TECHNICAL SUPPORT ENGINEER L2

The successful candidate must be technically oriented with excellent written skills and as an L2 Technical Support Engineer, they will need to provide advanced technical support to our customers, troubleshooting complex issues, and ensuring prompt resolution. They will work closely with L1 support teams, SMEs, and other departments to deliver high-quality service and maintain customer satisfaction.

•  Health Insurance/HMO 
•  Enjoy unlimited MadMax Coffee
•  Diverse learning & growth opportunities
•  Accessible Cloud HR platform (Sprout)
•  Above standard leaves

Specific Responsibilities

· Provide advanced technical support for hardware, software, and network-related issues.

· Diagnose and resolve complex technical problems escalated from L1 support.

· Collaborate with cross-functional teams to investigate and resolve technical incidents.

· Document issues, solutions, and best practices in the knowledge base.

· Ensure timely and accurate communication with customers regarding their technical inquiries.

· Continuously improve technical knowledge through training and self-study.

Knowledge/Skills/Competencies:

· 3+ years of experience in technical support or a similar role.

· Strong knowledge of operating systems (Windows, Linux, macOS).

· Proficiency in troubleshooting hardware and software issues.

· Familiarity with network protocols and configurations (TCP/IP, DNS, DHCP).

· Experience with remote support tools and ticketing systems.

· Excellent problem-solving and analytical skills.

· Strong communication and interpersonal skills.

· Ability to work independently and as part of a team.

Education/Experience:

¨ Fluent English language knowledge (C1)

¨ Bachelor's degree in computer science, Information Technology, or a related field.

¨ Experience in supporting IP/Cloud based security surveillance systems will be preferred.

¨ Extensive knowledge of security cameras technologies, cloud technologies networking protocols, and topologies are essential.

¨ CCNA/CompTIA (network+) certified or equivalent experience in networking would be preferred.

¨ CompTIA Cloud+ or equivalent Cloud technologies and troubleshooting preferred.

¨ Experience with MS-Window/Linux networking applications. Strong Linux file systems/administration background a plus (CompTIA Linux+/LPIC-1&2

As previously mentioned