Handle escalated customer issues that Level 1 agents couldn't resolve.
Provide in-depth troubleshooting and solutions for complex 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.
Develop a deep understanding of the company's products or services.
Stay updated on new features, updates, and changes to provide accurate information.
Contribute to knowledge base articles for common issues and solutions.
Share 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 when issues require higher-level intervention.
Educate customers on how to use products or services effectively.
Provide guidance on best practices to optimize customer experience.
Assist in training new agents, sharing expertise, and providing mentorship.
Support ongoing professional development within 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.
With low frequency, it will be required to act as a Level 1 Agent.

3 years of experience in Windows Server (2008/2008 R2 / 2012/2012 R2 / 2016)
Experience in IT security 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 (nice to have)
Knowledge of hardware for servers (Nice to have)
High-level English and Spanish. Spoken and written.

Application Support Engineer, L2

Key skills