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Tier 2 Technical Support Engineer - Delta Academies Trust
Software Engineer
Senior technical support engineer providing Tier 2 assistance, troubleshooting complex Windows and Linux environments, network issues, and application incidents using ticketing systems and remote tools.
About the role
Key Responsibilities
- Diagnose and resolve Tier 2 technical issues across Windows, Linux, and network infrastructure.
- Escalate unresolved problems to Tier 3 teams while maintaining clear communication with end‑users.
- Utilize ticketing systems to log, track, and close incidents, ensuring SLA compliance.
- Implement remote support solutions and perform system maintenance tasks.
- Document troubleshooting steps, create knowledge base articles, and share best practices.
Requirements
- Proven experience in Tier 2/3 support for Windows and Linux environments.
- Strong understanding of TCP/IP, DNS, DHCP, VPN, and basic routing.
- Familiarity with ticketing platforms (e.g., ServiceNow, Jira) and remote desktop tools.
- Excellent problem‑solving skills and ability to work independently.
- Effective communication skills in both written and verbal English.
Skills
customer supportcommunicationproblem solving