Quezon City - Technical Support Engineer (L2)

Job Description

Join Our Expanding Global Support Team!

We are growing ourLevel 2 Technical Support teamand are looking for askilled and proactive L2 Support Engineerto join us. In this role, you will work closely with ourLevel 1 and Level 3 support teams across the globe, providing advanced technical expertise to resolve complex issues and ensure a seamless customer experience.

As anL2 Technical Support Engineer, you will be at the forefront of troubleshootinghardware, software, and network challenges, collaborating with internal teams to maintain high service standards and enhance customer satisfaction.

Key Responsibilities:

• Provideadvanced technical supportfor hardware, software, and network-related issues.
• Diagnose and resolvecomplex technical problemsescalated from Level 1 support.
• Collaborate withcross-functional teams, including SMEs and other departments, to resolve technical incidents efficiently.
• Documentissues, solutions, and best practicesin the knowledge base to improve resolution times.
• Ensuretimely and professional communicationwith customers regarding their technical inquiries.
• Continuously enhance technical expertise throughtraining and self-learning.
• What We're Looking For:
• 3+ years of experiencein technical support or a similar role.
• Strong knowledge ofWindows, Linux, and macOSoperating systems.
• Proficiency introubleshooting hardware and softwareissues.
• Familiarity withnetwork protocols and configurations(TCP/IP, DNS, DHCP).
• Experience withremote support toolsand ticketing systems.
• Excellent problem-solving and analytical skillswith a customer-first mindset.
• Strongcommunication and interpersonal skillsto engage effectively with clients and teams.
• Ability towork independently and as part of a collaborative team.

Education & Certifications:

• Fluent in English (C1 level or higher).
• Bachelor's degree inComputer Science, Information Technology, or a related field.
• Preferred experience inIP/Cloud-based security surveillance systems.
• Strong understanding ofsecurity camera technologies, cloud technologies, networking protocols, and topologies.
• CCNA/CompTIA Network+ certificationor equivalent experience in networking (preferred).
• CompTIA Cloud+ or equivalentexpertise in cloud technologies and troubleshooting (preferred).
• Experience withMS Windows/Linux networking applications. A strong background inLinux file systems/administration(CompTIA Linux+/LPIC-1&2) is a plus.