L2 IT Support Engineer

L2 Support Engineer

Essential Duties and Responsibilities:

Respond to customer inquiries and technical problems through a web portal, live sessions, and telephone

Address customer business needs and technical issues through diligent research, reproduction, and

troubleshooting while applying acquired knowledge

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:

Strong foundational knowledge of Microsoft Windows server platforms (2016/2019/2022), emphasizing

Windows server administration, Active Directory, IIS, RDS, and Group Policy Objects (GPO) in enterprise

environments.

Familiarity with Linux systems (RHEL, CentOS) and basic network administration.

Exposure to MacOS systems and administration.

Understanding of major communication and authentication protocols, including HTTP, LDAPs, SAML,

SIEM, REST API, RADIUS, SFTP, TLS/SSL, and SSH.

Technical troubleshooting skills with the ability to isolate and resolve root causes.

Eagerness to learn and adapt to new products and technologies.

Strong problem-solving skills and analytical thinking.

Effective communication skills for interacting with colleagues and providing exceptional service.

Ability to work independently and collaboratively as part of a domestic and international team.

Willingness to participate in on-call rotation to provide 24/7 customer support.

Proficient in written and spoken English.

Strong English proficiency, both verbal and written

Willingness to work on a shifting schedule and be on-call

Another Plus Points:

Bachelor's degree in Computer Science, Information Technology.

2-3 years of experience in technical support, IT support, application support, or similar roles.

Experience supporting SaaS or enterprise software environments is strongly preferred

Experience using CyberArk product (Privileged Access Management or Endpoint Privileged Management)

is strongly preferred.