Tier 2 Technical Support

Responsibilities

• Serve as the escalation point for Tier 1 support technicians.
• Troubleshoot and resolve complex software, hardware, database, and network-related issues.
• Perform root cause analysis and implement long-term corrective actions.
• Support payment processing applications, POS systems, integrated software platforms, and merchant-facing solutions.
• Analyze application logs, system logs, and performance metrics to identify issues.
• Work directly with customers, partners, and internal teams to resolve technical incidents.

Systems Administration & Infrastructure Support

• Support and maintain Windows Server and Windows workstation environments.
• Configure and troubleshoot Active Directory, user permissions, group policies, and system access.
• Monitor system performance and identify opportunities for optimization.
• Troubleshoot network connectivity, VPN, firewall, DNS, DHCP, and routing issues.
• Support cloud-hosted and on-premise environments.

Application & Database Support

• Support web-based applications hosted in Microsoft IIS environments.
• Troubleshoot ASP.NET applications and web services.
• Analyze application errors and coordinate with development teams for bug resolution.
• Execute SQL queries for troubleshooting, reporting, and data validation.
• Aid in database maintenance, performance analysis, and issue resolution.
• Investigate application integrations and API-related issues.

Documentation & Process Improvement

• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Document root cause findings and resolution procedures.
• Absorb in developing support standards, workflows, and escalation procedures.
• Identify recurring issues and recommend process improvements.

On-Call Support

• Participate in after-hours and weekend on-call rotations.
• Respond to critical production incidents and system outages.
• Cook incident response and communication during major service interruptions.

Technical Requirements

• Required Experience:
• Strong working knowledge of Microsoft Technologies including Windows 10 and Windows 11 administration and troubleshooting, Windows Server administration, Microsoft IIS, Active Directory, Group Policy Management, and Microsoft Office 365 Administration.
• Experience with Database Technologies such as Microsoft SQL Server, SQL query development and troubleshooting, database backup and recovery concepts, data validation and reporting, stored procedures, and basic database performance analysis.
• Experience supporting Application Support including ASP.NET Framework applications, ASP.NET 4.5/4.8 environments, web application troubleshooting, API integrations and web services, and application log analysis.
• Understanding of Networking including TCP/IP, DNS, DHCP, VPN Connectivity, firewalls, routers and switches, and wireless networking.
• Preferred Qualifications:
• Experience within the payment processing, fintech, banking, or POS industries.
• Microsoft certifications.
• CompTIA A+, Network+, Security+, or equivalent certifications.
• Experience supporting SaaS platforms.
• Bilingual (Spanish) is a plus.

About CoCard Business

CoCard Business is a provider of payment technology solutions for businesses of all sizes across the United States. Our affordable and innovative technology supports retail and restaurant locations with physical terminals, Point of Sale solutions, online businesses with shopping cart capabilities, churches and non-profits with easy giving platforms, automotive shops with tailored software, and service, and on-the-go businesses with a mobile application and more. Beyond that, our open API allows businesses to create custom payment experiences with all of the benefits of processing with CoCard.