Application Support Engineer L2
Job Description:
- Handle escalated customer issues that Level 1 agents couldn't resolve.
- Provide in-depth troubleshooting and solutions for complex problems.
- Offer technical assistance for products or services, addressing more advanced user concerns.
- Collaborate with the technical or development teams to resolve intricate technical issues.
- Develop a deep understanding of the company's products or services.
- Stay updated on new features, updates, and changes to provide accurate information.
- Contribute to knowledge base articles for common issues and solutions.
- Share insights and information with Level 1 agents to enhance overall team knowledge.
- Document detailed information about customer interactions, troubleshooting steps, and resolutions for future reference.
- Collaborate with Level 3 support, supervisors, or other departments when issues require higher-level intervention.
- Educate customers on how to use products or services effectively.
- Guide best practices to optimize customer experience.
- Assist in training new agents, sharing expertise, and providing mentorship.
- Support 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 address customer concerns effectively.
- With low frequency, it will be required to act as a Level 1 Agent.
Requirements:
- 3 years of experience in Windows Server (2008/2008 R2 / 2012/2012 R2 / 2016)
- Experience in IT security and Networking
- Experience in systems monitoring and incident management
- Knowledge and experience in troubleshooting Active Directory, DNS, DHCP, Firewall, etc ...
- Experience with SQL Server Databases.
- Development of scripts, preferably in PowerShell (nice to have)
- Knowledge of hardware for servers (Nice to have)
- High-level English and Spanish. Spoken and written.
Benefits:
- Remote work scheme
- Indefinite-term contract
- Comprehensive health insurance and 401K
- Paid time off (PTO)