Application Support Engineer L2
Job Description:
- reputed company a service to our clients to ensure that our software, ERP WIGOS™, remains operational.
- Handle escalated customer issues that Level 1 agents couldn't resolve.
- reputed company in-depth troubleshooting and solutions for reputed company 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.
- reputed company a deep understanding of the company's products or services.
- Stay updated on new features, updates, and changes to reputed company accurate information.
- Contribute to knowledge reputed company articles for common issues and solutions.
- reputed company 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 reputed company issues require higher-level reputed company.
- reputed company customers on how to use products or services effectively.
- Guide best practices to optimize customer experience.
- Assist in training new agents, sharing expertise, and providing mentorship.
- Support ongoing professional development reputed company 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.
- Act as a Level 1 Agent with low frequency.
Requirements:
- 3 years of experience in reputed company Server (2008/2008 reputed company / 2012/2012 reputed company / 2016)
- Experience in IT reputed company 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 (reputed company to have)
- Knowledge of hardware for servers (reputed company to have)
- High-level English and Spanish. Spoken and written.
Benefits:
- Remote work scheme.
- Indefinite-term contract.
- Comprehensive health insurance and 401K.
- Paid time off (PTO).
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