L2 Support Engineer - Remote

Overview

The L2 Support Engineer will provide high-quality technical support to end users, ensuring their issues are resolved efficiently while maintaining excellent customer service.

In Short

• Field incoming end user calls, emails, and tickets.
• Log all incidents and service requests accurately in the ITSM tool.
• Prioritize and schedule the resolution of tickets.
• Ensure customer Service Level Agreements (SLA) are met.
• Install and configure computer hardware and software.
• Investigate, diagnose, and resolve software and hardware faults.
• Support team culture and mentor junior staff.
• Act as an escalation point for team members and clients.
• Adhere to service desk procedures.
• Contribute to team and company culture.

Requirements

• Experience with ConnectWise or other ITSM tools.
• Excellent communication skills and attention to detail.
• High level of customer service.
• Good knowledge of End User Compute & Terminal Services.
• Experience managing desktop user profiles and network printers.
• Understanding of ITIL processes is a plus.
• Experience supporting Microsoft products.
• ITIL Foundation certification is desirable.
• Experience supporting English-speaking countries.
• Related IT diploma or degree.

Benefits

• Home-based work environment.
• Medical, dental coverage, and life insurance.
• Paid vacation and sick leave.
• Competitive salary package and annual appraisal.
• Financial assistance program.
• Mandatory government benefits and 13th month pay.
• Regular company events and work-life balance.
• Career growth opportunities.