XTN-6AC2516 | 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.

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

• 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.

• 3+ years of experience in technical support or a similar role.
• Strong knowledge of Windows, Linux, and macOS operating systems.
• 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 with a customer-first mindset.
• Strong communication and interpersonal skills to engage effectively with clients and teams.
• Ability to work independently and as part of a collaborative team.

• Fluent in English (C1 level or higher).
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Preferred experience in IP/Cloud-based security surveillance systems.
• Strong understanding of security camera technologies, cloud technologies, networking protocols, and topologies.
• CCNA/CompTIA Network+ certification or equivalent experience in networking (preferred).
• CompTIA Cloud+ or equivalent expertise in cloud technologies and troubleshooting (preferred).
• Experience with MS Windows/Linux networking applications. A strong background in Linux file systems/administration (CompTIA Linux+/LPIC-1&2) is a plus.