Technical Support Engineer Tier II

3 weeks ago

Cebu City, Philippines Staff4Me Full time

Staff4Me is seeking a Technical Support Engineer Tier II to join our dynamic support team. As a Tier II engineer, you will handle complex technical issues and provide expert guidance to our customers, ensuring they receive high-quality support. You will work closely with both customers and Tier I engineers, playing a crucial role in maintaining customer satisfaction and product reliability.

Responsibilities
  • Address escalated technical issues from Tier I support, providing in-depth troubleshooting and resolution.
  • Collaborate with engineering teams to identify, document, and resolve product defects.
  • Conduct in-depth analysis and research on recurring customer issues to develop solutions and best practices.
  • Provide training and support to Tier I engineers to enhance their technical capabilities.
  • Maintain detailed records of issues, resolutions, and feedback in the support ticketing system.
  • Assist in the creation and updating of technical documentation for customers and internal use.
  • Stay abreast of product updates and industry changes to ensure support is relevant and effective.
Qualifications
  • 2-4 years of experience in a technical support role, with a focus on troubleshooting complex issues.
  • Strong knowledge of networking, operating systems, and hardware/software configurations.
  • Strong Network experience.
  • Strong troubleshooting background.
  • Must have Captive Portal Experience and understand how it works.
  • Must have experience in gateways and authentication.
Benefits
  • Competitive salary and benefits package.
  • Opportunity for growth and career development.
  • Training and support to enhance technical and customer service skills.
  • Work in a dynamic and multicultural environment.
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