L2 Support Engineer

Vaga não está no LinkedIn

🕒 Março 24

🤠 Texas – Remoto

🤠 Texas – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

Candidatar-se

Encontrar Vagas Remotas Similares

Receber Emails de Vagas Remotas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

Resolve Tech Solutions

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

☁️ SaaS

🏢 Corporativo

🤖 Inteligência Artificial

SaaS • Enterprise • Artificial Intelligence

A Resolve Tech Solutions é uma fornecedora líder em soluções de transformação digital, especializada na modernização de SAP e ERP, serviços em nuvem e inteligência artificial. Com mais de 25 anos de experiência, ajuda empresas a integrar e modernizar sistemas utilizando sua expertise em engenharia de dados, análises de big data e cibersegurança. Seus serviços incluem a migração para SAP S/4HANA, serviços gerenciados de nuvem em AWS, Azure e Google Cloud, e implementação de tecnologias de Internet das Coisas. A Resolve Tech Solutions trabalha com diversos setores, incluindo energia, varejo, telecomunicações e governo, oferecendo projetos de modernização completos para melhorar a inteligência de negócios e a eficiência operacional.

Descrição

• Troubleshoot complex issues by diagnosing, resolving or providing root-cause analysis of incidents across complex hardware, software, and network platforms. • Receive, prioritize, and manage support ticket workflows in the ITSM systems, ensuring alignment with SLA/OLA thresholds and proactive communication with departments regarding service impacts. • Document solutions by creating and maintaining detailed documentation of all technical issues, steps taken, and resolutions to build a knowledge base to reduce repeat incident volume. • Participate in problem management initiatives, identifying systemic issues and recommending strategic solutions to reduce incident recurrence. • Partner with Tier 1 Technicians to mentor, reinforce knowledge transfer around emerging technologies and best practices while improving the overall team's efficiency. • Identify and escalate critical or unresolved issues to Level 3 support, providing detailed handover information. • Support on-site and remote workforce environments, ensuring seamless user experience across hybrid, multi-site, and distributed operating models.

🎯 Requisitos

• 3–5 years of Help Desk support experience, with at least 1–2 years in a Tier II capacity within an enterprise environment. • Strong proficiency in Windows Server/Client OS (e.g., Windows, Linux, macOS), Active Directory, Azure AD/Microsoft Entra ID, software applications (e.g., M365/Microsoft Office), cloud service platform (e.g., Azure Virtual Desktop/ AVD), network fundamentals (e.g., DHCP, DNS, VPN) and standard enterprise management tools (ServiceNow, NinjaOne). • Strong analytical and problem-solving abilities to identify root causes of complex issues while using remote access tools. • Excellent communication and customer service skills, with the ability to explain technical concepts clearly to non-technical users. • Focused mindset on delivering value-added engagement with end users at all touchpoints. • Ability to manage multiple priorities, work independently with minimal supervision, and pivot rapidly in a dynamic support landscape while maintaining quality of service.

🏖️ Benefícios

• Competitive salary • Paid time off • Remote work options