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L2 Support Engineer

Salary undisclosed

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Duties and Responsibilities:

• Respond to customer inquiries and technical problems through web portal, live sessions, and

telephone.

• Address customer business needs and technical issues through diligent research,

reproduction, and troubleshooting while applying acquired knowledge.

• Document all technical inquiries. Develop and review content for knowledge sharing for both

internal purposes and customer-facing platforms.

• Work directly with other global support colleagues, security services, sales, operations, and

administration to ensure the long-term success of our customers and the company.

Requirements:

• Proficient in written and spoken English

• Strong foundational knowledge of Microsoft Windows server platforms (2016/2019/2022),

emphasizing Windows server administration, Active Directory, IIS, RDS, and Group Policy

Objects (GPO) in enterprise environments

• Familiarity with Linux systems (RHEL, CentOS) and basic network administration

• Exposure to MacOS systems and administration

• Understanding of major communication and authentication protocols, including HTTP,

LDAPs, SAML, SIEM, REST API, RADIUS, SFTP, TLS/SSL, and SSH

• Technical troubleshooting skills with the ability to isolate and resolve root causes

• Eagerness to learn and adapt to new products and technologies

• Strong problem-solving skills and analytical thinking

• Effective communication skills for interacting with colleagues and providing exceptional

service

• Ability to work independently and collaboratively as part of a domestic and international

team

• Willingness to participate in on-call rotation to provide 24/7 customer support