[Hiring] Application Support Engineer L2 @Win Systems International Holdings Inc.

Role Description

This role is responsible for providing a service to our clients to ensure that our software ERP WIGOS™ remains operational through proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents to resolution.

LOCATION: MEXICO.

• 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 more advanced user concerns.
• Collaborate with the technical or development teams to resolve intricate technical issues.
• Develop a deep understanding of the company's products or services.
• Stay updated on new features, updates, and changes to provide accurate information.
• Contribute to knowledge base articles for common issues and solutions.
• Share insights and information with Level 1 agents to enhance overall team knowledge.
• Document detailed information about customer interactions, troubleshooting steps, and resolutions for future reference.
• Collaborate with Level 3 support, supervisors, or other departments when issues require higher-level intervention.
• Educate customers on how to use products or services effectively.
• Provide guidance on best practices to optimize customer experience.
• Assist in training new agents, sharing expertise, and providing mentorship.
• Support ongoing professional development within the team.
• Generate reports on common issues, resolutions, and customer feedback for management review.
• Contribute to regular performance reports for the customer care department.
• Work closely with other teams, such as product development, sales, and marketing, to address customer concerns effectively.
• With low frequency, it will be required to act as a Level 1 Agent.

Qualifications

• 3 years of experience in Windows Server (2008/2008 R2 / 2012/2012 R2 / 2016).
• Experience in IT security and Networking.
• Experience in systems monitoring and incident management.
• Knowledge and experience in troubleshooting Active Directory, DNS, DHCP, Firewall, etc.
• Experience with SQL Server Databases.
• Development of scripts, preferably in PowerShell (nice to have).
• Knowledge of hardware for servers (Nice to have).
• High-level English and Spanish. Spoken and written.

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.

Important

This position requires a high level of English. Schedule from 2:00pm to 10:00pm and weekend shifts 2 times per month (Remotely).