Technical Support Engineer L2/L3

About the role

We are seeking talented Technical Support Engineers to join our dynamic team. As a Technical Support Engineer, you will play a crucial role in providing exceptional IT support and troubleshooting services to our client's valued customers.

This full-time position offers a rewarding opportunity to leverage your technical expertise and problem-solving skills to ensure the smooth operation of our client's technology infrastructure.

• Respond to and resolve inquiries and issues from clients in a timely and efficient manner
• Diagnose and troubleshoot a wide range of hardware and software-related problems
• Network Monitoring & Support
• Monitor network health, uptime, bandwidth usage, and latency using Auvik
• Manage SonicWall firewalls, including: Monitor SonicWall firewalls for availability, performance, and security events; Analyze logs and WAN failover; Respond to network alerts and incidents promptly according to SLAs
• Endpoint Security & Threat Monitoring
• Monitor and respond to endpoint security alerts using SentinelOne
• Investigate malware, ransomware, and suspicious activity
• Perform threat remediation, isolation, and rollback actions as needed
• Review security dashboards and reports for trends and recurring issues
• Escalate high-severity security incidents to senior engineers or security teams
• Provide technical support and guidance to clients, including step-by-step instructions and remote assistance
• Maintain detailed records of all support activities and resolutions
• Ticketing, Documentation & Customer Support
• Manage and update tickets in ConnectWise Manage
• Follow escalation procedures and document troubleshooting steps clearly
• Communicate effectively with internal teams and customers regarding incidents and resolutions
• Participate in shift handovers and incident reviews
• Excellent communication and interpersonal skills to liaise with clients effectively

• Minimum of 5 years experience in a Technical Support or IT Helpdesk role, supporting international clients
• Excellent verbal and written communication skills in English
• Advanced expertise in Windows 11, including troubleshooting and configuration
• Strong working knowledge of Microsoft 365 apps (Outlook, Excel, Teams, Word, OneDrive, SharePoint)
• Hands-on experience with Microsoft Domain Services and Active Directory
• Knowledge of Microsoft Intune for device and application management
• Knowledge of PowerShell Scripting for automation and administrative tasks
• Experience with remote support tools (e.g., TeamViewer, AnyDesk, ConnectWise Control)
• Understanding of Networking Concepts (IP addressing, DNS, DHCP, Wi-Fi)
• Experience with Cybersecurity tools and application is strongly preferred
• Advanced ability to support common peripherals (printers, scanners, etc.)
• Experience using ticketing systems for issue tracking and technical documentation
• Reliable high-speed internet connection and a fully equipped remote work setup
• Flexibility and willingness to work weekend, US (Texas) hours and off-hour shifts as needed