TBot Systems, a global system integrator specializing in end-to-end IT Infrastructure Solutions, is seeking a Support Engineer L2 to join our dynamic team. As a Support Engineer L2, you will play a crucial role in providing high-level technical support to our customers. You will work closely with the L1 team and escalate complex issues that require an in-depth understanding of IT infrastructure solutions. Your expertise will ensure the smooth operation of our customers' IT systems, contributing to their overall success and growth.
At TBot Systems, we are committed to delivering unmatched custom IT solutions to drive our customers' organizations forward. Our tailored IT solutions cover a wide range of areas, including managed IT services, cloud solutions, data center services, cyber security, and application services. As a Support Engineer L2, you will have the opportunity to work with cutting-edge technologies and collaborate with leading IT Original Equipment Manufacturers (OEMs) such as Microsoft, Cisco, VMware, and many others.
Responsibilities
- Provide high-level technical support to customers, resolving complex issues within SLAs.
- Collaborate with the L1 team to develop effective solutions for escalated issues.
- Conduct in-depth troubleshooting and root cause analysis of customer-reported problems.
- Work closely with customers to identify their IT infrastructure needs and provide appropriate recommendations.
- Ensure the smooth operation and performance of IT systems, proactively identifying and resolving potential issues.
- Document all support activities, including resolution steps, in a clear and concise manner.
- Stay up-to-date with the latest industry trends and technologies to provide expert advice to customers.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 3+ years of experience in technical support or a similar role in the IT industry.
- Strong knowledge of IT infrastructure solutions, including hardware, networking, and software.
- Experience with troubleshooting and resolving complex technical issues.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with customers.
- Strong analytical and problem-solving abilities, with the ability to think critically and provide innovative solutions.
- Professional certifications such as CCNA, MCSE, or VMware VCP are highly preferred.
- Ability to work independently and manage multiple tasks and priorities in a fast-paced environment.
Benefits
- Private Health Insurance
- Training amp; Development
- Performance Bonus