L2 Technical Support Engineer

In this role, you will work closely with our Level 1 and Level 3 support teams across the globe, providing advanced technical expertise to resolve complex issues and ensure a seamless customer experience.

As an L2 Technical Support Engineer, you will be at the forefront of troubleshooting hardware, software, and network challenges, collaborating with internal teams to maintain high service standards and enhance customer satisfaction.

Responsibilities:

• Provide advanced technical support for hardware, software, and network-related issues.
• Diagnose and resolve complex technical problems escalated from Level 1 support.
• Collaborate with cross-functional teams, including SMEs and other departments, to resolve technical incidents efficiently.
• Document issues, solutions, and best practices in the knowledge base to improve resolution times.
• Ensure timely and professional communication with customers regarding their technical inquiries.
• Continuously enhance technical expertise through training and self-learning.

Qualifications:

• With L2 experience are preferred for endorsement.
• Candidates must have experience with routers, firewalls, camera-to-network troubleshooting, L2 escalation handling, and must have supported US, UK, or Australian customers.
• Strong articulation and communication skills are required.

Work Schedule:

• Night shift
• Full Onsite