Application Support Engineer L2 - 2:00pm to 10:00pm CST

Responsibilities

• 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.
• Aid 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.

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)

Qualifications

• High-level English and Spanish. Spoken and written.

Skills

• Technical troubleshooting skills
• Customer service and communication skills
• Problem-solving abilities
• Team collaboration

Benefits

• Remote work scheme
• Indefinite-term contract
• Comprehensive health insurance and 401K
• Paid time off (PTO)

Pay

TBD

Schedule

Shifts from 2:00 pm to 10:00 pm CST and weekend shifts 2 times per month.