Tier 2 Support Engineer
hace 1 semana
**About Us**Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.**Tier 2 Support Engineer**Duties and Responsibilities:- Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.- Document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer-facing platforms.- Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.**Requirements**:- At least 3-5 years’ experience in Technical Support or a position of similar nature in a software company.- 3+ years of experience at a SaaS or security vendor in a consultancy or advisory role.- Capable of understanding the technical aspects of a complex system.- Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.- Must have excellent communication skills and a passion for providing world-class service.- Experience of directly supporting enterprise-level customers.- Ability and desire to learn products and technologies.- Must be able to work independently as well as with others, as part of a domestic and international team.- Excellent time management, decision making, prioritization and organization skills.- Thorough knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows 2008/2012/2016 Server.- Participate in on-call rotation basis in order to provide 24/7 support for the customers- Proficiency in English both written and spoken.Advantages:- Computer Science education and/or technical certifications- Experience working with Linux or Unix Operating Systems.- Experience working with Mac Operating Systems.- Authentication methods (SAML, RSA Securid, Smart cards, Tokens, Radius, LDAP).- Experience of single sign on solutions (e.g. Okta, ADFS).- Experience in Windows Clustering, Network Load Balancing, SAN technologies, and disaster recovery.**Important note**: To avoid getting caught up in a scam please pay your attention to a list of a Red Flags:- Interviews are not conducted in-person or through a secure video call.- Potential employers require employees to purchase start-up equipment from the company.- Potential employers require employees to pay upfront for background investigations or screenings.- Potential employers request credit card information.- Potential employers send an employment contract to physically sign asking for PII- Job postings appear on job boards, but not on the companies’ websites.- Recruiters or managers do not have profiles on the job board, or the profiles do not seem to fit their roles.Pay: $26,000.00 per monthAbility to commute/relocate:- 45040, Zapopan, Jal.: Reliably commute or planning to relocate before starting work (preferred)**Experience**:- Technical Support: 3 years (required)**Language**:- English (required)Work Location: Hybrid remote in 45040, Zapopan, Jal.
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