Technical Support Technician
Core
L2 technical support engineer providing 24x7 OEM equipment repair and enterprise infrastructure support, consulting with onsite technicians to solve complex hardware/software issues and restore service availability.
Role type
L2 Technical Support Engineer (OEM Equipment Repair)
Builds
Service restoration for client enterprise infrastructure
Domain
IT Hardware & Network Infrastructure
Deliverable
client delivery
Required skills
OEM system log analysis, network topology research, incident triage, remote troubleshooting guidance, hardware failure diagnosis, parts logistics coordination, SLA management, on-call rotation management, OEM product certification
Preferred skills
Associate Degree in Computer/Electrical Engineering, Network/Server certifications, bilingual communication (English/Spanish), formal presentation skills, independent work under pressure
Technologies
OEM systems, ticketing systems, log processing tools, computer system applications
Responsibilities
Review OEM system logs and network configurations to identify failures; Maintain incident records and perform triage for service restoration; Provide remote troubleshooting guidance to field engineers; Manage incidents to achieve agreed SLAs; Coordinate parts logistics and interact with sales for hardware replacements; Participate in 24x7x365 on-call rota globally
Seniority
Mid-level IC (3-5 years experience)
