L2 Technical Support Engineer

Job Description:

As an L2 Technical Support Engineer, you will serve as a key escalation point for advanced hardware, software, and network-related issues. You will collaborate with internal teams to resolve complex technical problems, ensure excellent customer service, and maintain high service standards.

Key Responsibilities:

• Provide advanced support for escalated technical issues involving hardware, software, and networking.
• Troubleshoot complex problems across Windows, Linux, and macOS environments.
• Collaborate with cross-functional teams (SMEs, internal departments) to resolve incidents.
• Document resolutions and best practices in the internal knowledge base.
• Ensure clear and timely communication with end users.
• Continuously update technical knowledge through self-learning and training.

Must-Have Qualifications:

• Minimum 3 years of experience in technical support or similar roles.
• Strong troubleshooting skills for hardware, software, and network issues.
• Proficient in Windows, Linux, and macOS operating systems.
• Familiar with TCP/IP, DNS, DHCP, and general network configurations.
• Experienced in using remote support tools and ticketing systems.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively.

Preferred/Bonus Qualifications:

• Fluent in English (C1 level or higher).
• Bachelor’s degree in IT, Computer Science, or related field.
• Experience with IP/cloud-based surveillance systems is a plus.
• Knowledge of security camera technologies, cloud platforms, and network topologies.
• Certifications: CCNA, CompTIA Network+, CompTIA Cloud+, CompTIA Linux+/LPIC-1&2 (preferred but not required).
• Strong background in Linux administration and networking applications.