Level 2 Technical Support

Role Description

Handle incidents escalated from the Level 1 team. Perform first- and second-level troubleshooting on applications, infrastructure, and services. Monitor critical platforms, servers, networks, and services. Analyze and determine impact, priority, and corrective actions. Execute operating procedures, SOPs, and runbooks. Escalate complex incidents to Level 3 teams, engineering, or vendors. Follow up on tickets until resolution. Document incidents, root causes, and actions taken. Participate in scheduled maintenance activities and post-change validations.

What You Need

• 2-4 years of experience in technical support, NOC, Service Desk, or similar roles.
• Basic/intermediate knowledge of: Windows and Linux.
• Networking (TCP/IP, DNS, DHCP, VPN).
• Monitoring tools such as SolarWinds, Zabbix, PRTG, Datadog, Dynatrace, or equivalent.
• ITSM tools and ticket management (ServiceNow, Jira Service Management, Remedy, etc.).
• Application and service troubleshooting.
• Microsoft 365 and Active Directory.
• Knowledge of incident management and escalation processes.

Desired Skills

• Analytical and problem-solving skills.
• Excellent communication with users and technical teams.
• Prioritization under pressure.
• Customer-oriented.
• Collaborative work.
• Attention to detail.
• Documentation and tracking skills.

Benefits

• Eleven (11) paid holidays per year.
• Two (2) weeks of paid vacation per year.
• Eligible for health, dental, disability and life insurance.

What We Believe

• We build our culture of Humility, Humanity, and Integrity.
• We value diversity and believe that a diverse workplace builds a competitive advantage.

Equal Opportunity Workplace

We are an equal opportunity employer and employment decisions are based on merit and business needs. We do not discriminate or allow harassment on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status, or any other legally protected status.