Support Engineer Tier 2 Job at Helpware (Guadalajara)

AWS Support Engineer

Our client, a leading Consulting firm, is in need of 3 AWS Support Engineers for...

Location

United States

Salary:

39.00 - 55.00 USD / Hour

ClearBridge Technology Group

Expiration Date

Until further notice

Requirements

2 – 3 years of experience providing tier 1 & 2 support of AWS Connect
AWS Connect troubleshooting experience
Prior experience helping to build custom reports to show efficiency of configurations and integrations in AWS Connect Reporting Dashboard
Documentation experience

Job Responsibility

Providing Tier 1 & Tier 2 phone support
Troubleshooting
Documentation
M & O Support to the Senior Engineers who will be building out a net new AWS Connect environment
Supporting a customer in California and being okay supporting PST hours

What we offer

Excellent benefits and compensation packages

Help Desk Tier 2 - Senior

Provides Tier 2 desktop support to users for PC, server, mainframe applications,...

Location

United States , Mountain View

Salary:

Not provided

AAC

Expiration Date

Until further notice

Requirements

Must have an active DOD Secret security clearance
Must have an active Security+ certification
Requires a bachelor’s degree and a minimum of ten years of IT experience, of which at least six years must be specialized in Tier 2 support
Additional education or experience may be substituted for some education/experience requirements
Required experience includes imaging of new systems, system deployment and refresh, and Tier 2 support of standard office computing equipment (PC’s, laptops, mobile devices, printers), PC operating systems, (e.g., Windows 10/11, MacOS, iOS), Microsoft Office Suite, O365, Teams, Active Directory, standard business software applications, and other standard end user managed tools and peripherals
ITSM ticketing system experience required (e.g., Remedy, ServiceNow)
Must have a positive and patient customer service attitude, and the ability to effectively communicate orally and in writing
Must be able to work independently and within a team

Job Responsibility

Provides Tier 2 desktop support to users for PC, server, mainframe applications, and hardware including operating systems, email, standard desktop applications, printers, mobile devices and other standard end user managed tools, HW, and peripherals
Images new computers using a standard-image as well as securely wiping hard drives
Provisions and de-provisions equipment and accounts in support of during end user on- and off- boarding
Documents, tracks, resolves, and reports on incidents and requests using the designated ticketing system
May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
Simulates or recreates user problems to resolve operating difficulties
Recommends systems modifications to reduce user problems
Maintains currency and high level of technical skill in field of expertise
Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2
Must be able to provide occasional surge and Battle Assembly Weekend support

Fulltime

Incident Management Tier 2 Intern

Incident Management Tier 2 Internship at Hewlett Packard Enterprise. Students pu...

Location

Costa Rica , Heredia

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Pursuing Degree in Systems Engineer (networking information, data networking)
Knowledge of networking technologies including the OSI Model, IP addressing, network routing, Wi-Fi and authentication
Networking Fundamentals required (CCNA, ARUBA or JUNIPER) or Relevant College Studies in Technical Fields
English level 90%
Excellent verbal and written communication skills in language to be supported
Excellent analytical and problem-solving skills
Great customer service skills
Relevant industry qualification where applicable
Software and hardware knowledge of computing, storage and peripheral devices
Familiarity with network circuits, switching equipment, SDWAN technology and satellite communications

Job Responsibility

Successfully resolve networking technical issues (hardware and software) wire and wireless from incoming internal alerts and external businesses contacts
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products
Use networking tools to proactively assist Network as a Service (NaaS) customers in avoiding or reducing network problems
Proactively assist internal or external businesses and end users to avoid problem occurrence
Ability to understand and work in an organization that is modeled on an Information Technology Information Libraries (ITIL) framework
Ability to work accurately and drive organizational results that are required by our customer Statement of Work (SOW)

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment

Parttime

Incident Management Tier 2 Internship

Incident Management Tier 2 Internship at Hewlett Packard Enterprise, a global ed...

Location

Costa Rica , Heredia

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Pursuing Degree in Systems Engineer (networking information, data networking)
Knowledge of networking technologies including the OSI Model, IP addressing, network routing, Wi-Fi and authentication
Any of Networking Fundamentals required (CCNA, ARUBA or JUNIPER) or Relevant College Studies in Technical Fields
English level 90%
Excellent verbal and written communication skills
Excellent analytical and problem-solving skills
Great customer service skills
Relevant industry qualification where applicable
Software and hardware knowledge of computing, storage and peripheral devices

Job Responsibility

Successfully resolve networking technical issues (hardware and software) wire and wireless from incoming internal alerts and external businesses contacts
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products
Use networking tools to proactively assist Network as a Service (NaaS) customers in avoiding or reducing network problems
Ability to understand and work in an organization that is modeled on an Information Technology Information Libraries (ITIL) framework
Ability to work accurately and drive organizational results that are required by our customer Statement of Work (SOW)

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment
Comprehensive suite of benefits that supports physical, financial and emotional wellbeing

Fulltime

Support Engineer - Night Shift

The Night Shift Support Engineer is responsible for providing technical support ...

Location

United States , Columbia

Salary:

Not provided

Data Processing Solutions

Expiration Date

Until further notice

Requirements

Associates or technical degree with two (2) years related experience
or four (4) years related experience and/or training
or equivalent combination of education and experience
Has at least one (1) year related experience in customer service or customer facing role
Experience with Exchange, Microsoft 365 and Active Directory
Experience with Cloud environments
MS Azure
AWS & Google is a plus
Ability to diagnose technical issues
Problem Solving – Identifies and resolves problems in a timely manner

Job Responsibility

Troubleshoot technical issues inclusive of but not limited to Microsoft’s core business applications and operating systems
Handle technical escalations for more junior engineers and more advanced inquiries
Provide comprehensive troubleshooting and backend support for our user base
Responsible for adhering to the Service Engineer Day in the Life process daily
inclusive of answering calls and escalating tickets as required
Resolve complex workstation problems and offer general sever support
Responsible for initial triage of network degradation or outages, compromised accounts, and more
Support services for Microsoft related technologies
Windows Server, Exchange, SQL, SharePoint, etc
Responsible for user provisioning and workstation deployment as needed

What we offer

Competitive salary based on experience and qualifications
Excellent benefits
Full on the job training & support
Fun working environment and culture
Great opportunity for advancement

Fulltime

Tier 2 - Service Desk Team Lead

Be a part of a fast-paced, growing team that provides a solid work-life balance ...

Location

United States

Salary:

Not provided

Tech Impact

Expiration Date

Until further notice

Requirements

Three to five years of Service Desk experience required
Supervisory experience preferred
Experience working with network infrastructure such as servers, firewalls, switches, etc. required
Advanced Azure/M365 experience strongly preferred
MSP experience is a plus
Strong organizational skills and ability to work independently
Excellent verbal and written communications skills
Strong customer service skills
Work well independently and within a team environment
Manage multiple projects simultaneously with tight deadlines

Job Responsibility

Handle the training of new Tier 2 Service Desk Engineers
Assist Tier 2 Service Desk Engineers in managing their workload
Ensure call and email queues are being monitored appropriately
Mentor, coach, motivate Tier 2 Service Desk Engineers
Assist in the escalation of cases from Tier 1 engineers to Tier 2 engineers
Serve as a technical resource for your team
Review metrics to help ensure we are hitting targets
Work with Director of Support Services to implement new Service Desk processes as they are announced
Take disciplinary action as needed
Hold regularly scheduled check-ins with Tier 2 Service Desk Engineers

Fulltime

Tier 2 Technical Support Engineer

We’re looking for a Tier 2 Technical Support Engineer to join our global support...

Location

Bulgaria , Sofia

Salary:

Not provided

Yotpo

Expiration Date

Until further notice

Requirements

2+ years of B2B technical support experience
Experience supporting complex SaaS platforms
Strong troubleshooting and analytical skills
Ability to quickly understand and navigate complex systems
Excellent English communication skills
A proactive, ownership-driven mindset
Strong collaboration skills when working with Product, R&D, and cross-functional teams
Strong sense of ownership and accountability
Strong communication and stakeholder management skills
HTML & CSS (required)

Job Responsibility

Investigate and resolve complex technical issues escalated from Tier 1 and internal teams
Troubleshoot across product components, APIs, integrations, and platform behavior
Serve as the technical escalation point for high-impact customer cases
Partner with Product and R&D to diagnose root causes and drive fixes
Identify recurring issues and lead efforts to implement long-term solutions
Analyze support trends and recommend product or process improvements
Improve support workflows and operational efficiency
Mentor and support Tier 1 and Tier 2 engineers through technical guidance, knowledge sharing, and day-to-day professional support
Communicate customer pain points and technical insights to cross-functional teams
Take initiative in driving support-related process improvements and operational excellence

What we offer

Track to success – work in a dynamic organization with ambient and laid-back office atmosphere
Individualized career development, rewards, and recognition
Work-life balance – 25 days paid vacation with add-ons for loyalty, regular team buildings and celebrations in and outside the country
Additional health insurance package
Internal mobility program and refer-a-friend program
Managing a fixed monthly budget for social benefits thru Re:Benefit – a flexible online benefits solution
Food vouchers
E-learning portals and knowledge sharing sessions
Company backed Hackathons, Tech conferences, workshops events, etc
Stocked kitchen and bar

Technical Support Specialist, Tier 2

Fullpath is an AI-first tech company in the automotive space with hubs across th...

Location

United States

Salary:

65000.00 - 75000.00 USD / Year

Fullpath

Expiration Date

Until further notice

Requirements

At least 2+ years of experience in Senior Technical Support experience
At least 2+ years of experience in troubleshooting for SaaS products
At least 1-year of experience working with Tier 1 Lead /Tier 2 support
Experience working with CRMs and modern SaaS tools (G Suite, Slack, Zendesk, etc.)
Service-oriented approach with strong client-focused skills, comfortable making calls to customers in order to speed up the issues resolution
Team player with collaborative work style
Excellent time management and organizational skills
Excellent English verbal and written communication skills
Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads) - strong advantage
Experience with HTML / CSS / SQL - strong advantage

Job Responsibility

Provide high quality customer support to Fullpath’s customers
Demonstrate exemplary customer service skills via inbound/outbound phone, email, and internal chats
Open, manage, and resolve technical issues tickets and be the point of communication between our clients, partners, and other internal supporting teams utilizing Zendesk
Collaborate with Tier 2 Team Lead, Tier 2 Tech Lead, and Engineering to solve technical product issues while keeping in constant communication with the customer
Demonstrate a “can do” attitude to solve as many issues at your resolution level
Examine, analyze, troubleshoot technical issues using our ticket systems, emails, and other available resources
Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members

What we offer

Medical, Dental, Vision, Disability, Life/AD&D, EAP, 15 vacation days per year to start, 80 hours of sick leave, 12 paid holidays, paid parental leave, & 401k with company match

Fulltime

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Support Engineer Tier 2

Job Description

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