Application Support Engineer L2

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Win Systems

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1996

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

Win Systems is a leading technology supplier to the global casino and lottery industries, with over 27 years of experience. The company develops and delivers casino management systems, electronic roulette and slot machines, payment solutions (e. g. , Win Pay), and integrated gaming platforms (e. g. , WIGOS One), serving operators worldwide with a focus on innovation, turnkey systems, and 24/7 customer support. It operates internationally with offices in Barcelona, Sežana, Mexico City, Lima, Miami, and Buenos Aires.

📋 Description

• 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 advanced user concerns • Collaborate with technical or development teams to resolve intricate technical issues • Develop a deep understanding of company products and services • Stay updated on new features, updates, and changes • Contribute knowledge base articles for common issues and solutions • Share insights with Level 1 agents to enhance team knowledge • Document customer interactions, troubleshooting steps, and resolutions • Collaborate with Level 3 support, supervisors, and other departments when required • Educate customers on effective product or service usage and best practices • Assist in training new agents and provide mentorship • Generate reports on common issues, resolutions, and customer feedback • Contribute to customer care performance reports • Work with product development, sales, and marketing teams to address customer concerns • Act as a Level 1 Agent with low frequency when required

🎯 Requirements

• 3 years of experience in Windows Server 2008/2008 R2, 2012/2012 R2, and 2016 • Experience in IT security and networking • Experience in systems monitoring and incident management • Knowledge and experience troubleshooting Active Directory, DNS, DHCP, and firewalls • Experience with SQL Server databases • High-level English and Spanish, spoken and written • PowerShell scripting preferred/nice to have • Knowledge of server hardware nice to have • Availability for a 2:00pm to 10:00pm schedule and weekend shifts twice per month

🏖️ Benefits

• Salary 100% on payroll in Mexico • Savings fund of 8% of gross base salary • Christmas bonus, vacations, and vacation bonus according to the law • Major medical insurance (only for the employee) • Remote work scheme • Indefinite-term contract