L2 Support Engineer

Job Title: L2 Support Engineer

Job Location: Cebu, Philippines

Work Type: Onsite Work

Responsibilities and Duties:

• Answering emails, calls, and online chat in a positive and friendly manner.
• Creating a record of each customer problem and spot trends when applicable.
• Deliver technical IT support as required to our diverse client base.
• Monitoring live customers’ EDGE software and infrastructure, troubleshooting issues and escalating issues to the wider EDGE Support Team
• Management of Windows and Linux server operating systems
• Assisting our partners and customers with deploying the EDGE software
• Monitoring “Live” customers and cloud/store infrastructure
• Fulfilling IT maintenance tasks scheduled by other team members.
• Promote and provide support for new products and technologies.
• Assist with the onboarding of new team members: laptop setup, account creation, and new user orientation.
• Maintain an up-to-date knowledge of our products, technologies, and our competitors.
• Meet customer contractual SLAs in addition to business OLA targets and metrics.
• Maintain high customer satisfaction ratings that meet company standards.

Additional Job Description

Knowledge, Skills, and Experience:

• The candidate should have a minimum of 1 year’s experience in an IT Operational support role working with Linux operating systems.
• Good understanding of core network technologies – LAN/WAN, VPN's, VNC, Routing/Switching, DNS, DHCP and Firewalls.
• Experience of industry standard Monitoring solutions - such as Nagios, CheckMK, Prometheus and Grafana
• Experience with Cloud Services and Containerization technologies - such as AWS, GCP, Azure, Kubernetes, and Docker. Experience working in a customer-facing technical role which requires solid technical aptitude, excellent English - written and oral communications skills, and the ability to deal effectively with people at all levels and in different situations.
• Strong analytical skills with proven problem-solving ability.
• Demonstrated willingness to learn and apply innovative technology.

Desirable experience with these technologies:

• Windows operating systems
• CouchDB
• Resilient and redundant file systems (ideally ZFS and DRBD, alternatively advanced knowledge of similar such as btrfs, LVM, RAID, CEPH, and other clustering solutions)
• Shell scripting (ideally BASH, or Python, Perl, Ruby, PowerShell etc.)
• Exposure to working in security sensitive environments.
• AI/machine learning