Senior Technical Support Engineer

The L2/L3 Technical Support Engineer is responsible for providing advanced technical support, resolving escalated issues, and performing complex system configurations across voice, data, and cloud-based services. This role acts as a key escalation point for the Service Desk and ensures the delivery of high-quality, timely solutions for corporate-level clients.

Our technologies include VmWare, NAS/iSCSI storage platforms, and advanced firewall routing through policy generation & management for our hosting services. Candidates are expected to be knowledgeable and comfortable working with these technologies.

• Location: 100% remote

• Competitive pay: $2000 - $2,500 (Based on experience and English Proficiency)

Key Responsibilities

• Provide technical support via phone, email, and ticketing system, ensuring fast and accurate issue resolution.

• Manage, troubleshoot, and resolve L2 and L3-level support tickets.

• Perform advanced platform configurations, including Tier 2 and Tier 3 setups for new clients on client firewalls, switches, routers, NAS, WiFi APs, servers, VOIP platforms (webbased and on-site systems), as well as software including AV, threat management, inventory, productivity tools, and more.

• Diagnose and troubleshoot issues related to voice, data, cloud, security, colocation, and mobility services. • Act as the primary escalation point for complex technical cases, coordinating crossfunctional resources to ensure timely resolution.

• Support Managed Service Client Onboarding, system updates, and program changes for new and existing clients.

• Provide client-facing support at a corporate level, ensuring compliance with internal standards and industry best practices.

• Maintain accurate documentation, including ticket updates, configuration records, and client communication logs.

• Contribute to continuous improvement initiatives by identifying system inefficiencies, recurring issues, and proposing long-term solutions.

• Deliver presentations, technical updates, and product knowledge sessions to internal teams or large client groups.

Requirements

• Experience working with: Active Directory, Intune, Azure, 365 admin, Voice, Data, Cloud, Security, Colocation, Mobility Services, VmWare, NAS/iSCSI, and advanced firewall routing.

• Strong analytical and problem-solving skills with the ability to troubleshoot complex issues independently.

• Familiarity with contract management, inventory management, and related operational tools.

• Highly detail-oriented, with a strong commitment to accuracy and documentation quality.

• Ability to work effectively within a collaborative, cross-functional technical environment.

• Excellent written and verbal communication skills, with a professional and customer-oriented approach.

• Bachelor’s degree in a related field or equivalent professional experience.

• High proficiency in Microsoft Excel (pivot tables, formulas, data analysis).

• Comfortable presenting technical information to large groups.