Product IT - L2 Technical Support Engineer

Job Description

The role involves providing Level 2 technical support for IT infrastructure, remote desktop services, servers, virtualization, cybersecurity tools, and related systems. The position focuses on resolving complex technical issues escalated from Level 1 support and ensuring high availability, security, and performance of IT environments.

Key Responsibilities

• Provide advanced Level 2 support for Remote Desktop Services (RDS), including connectivity, performance, session stability, and access issues.

• Handle and resolve escalated technical issues from Level 1 support with in-depth troubleshooting and root cause analysis.

• Assist with user account creation, configuration, permissions, and access management for remote desktop and domain environments.

• Monitor system and security logs regularly and respond to alerts, incidents, and potential security threats.

• Perform installation, configuration, and maintenance of Windows servers, virtual machines, and domain infrastructure.

• Manage and support virtualization environments, including VM provisioning, monitoring, and troubleshooting.

• Configure, manage, and troubleshoot firewall devices such as Netgear, Cisco (basic configurations), MikroTik, and similar network security appliances.

• Support cybersecurity solutions including endpoint protection, antivirus, EDR tools, and incident ticket handling.

• Deploy, monitor, and manage antivirus and endpoint security solutions across systems.

• Oversee and maintain file replication and data synchronization processes.

• Ensure system uptime, performance optimization, and adherence to security best practices.

• Document incidents, resolutions, configurations, and procedures clearly for internal reference and audits.

• Coordinate with internal teams and stakeholders to resolve issues and implement system improvements.

Technical Skills Required

• Strong hands-on experience with Remote Desktop Services (RDS) at Level 2 support.

• Experience with Windows Server administration and domain infrastructure management.

• Practical knowledge of virtualization technologies and virtual machine management.

• Working knowledge of firewall configuration, network security, and basic routing concepts.

• Experience in cybersecurity monitoring, antivirus management, and endpoint security tools.

• Familiarity with file replication systems and backup or synchronization processes.

• Ability to troubleshoot complex infrastructure and security-related issues.

Other Requirements

• Strong analytical and problem-solving skills.

• Ability to work independently on escalated technical issues.

• Good communication skills for coordinating with internal teams and documenting work.

• Willingness to work in an operational support environment with responsibility for system stability and security.