Technical Support Representive

About the role

We are looking for a Tier 2 Technical Support Representative to join our global support team. This role focuses on advanced troubleshooting, system configuration, and supporting Tier 1 agents in resolving complex technical issues.

Key Responsibilities

• Handle escalated technical issues from Tier 1 support

• Troubleshoot hardware, software, and network-related problems

• Analyze logs, identify root causes, and provide solutions

• Configure and maintain systems, devices, and applications

• Collaborate with internal Support teams

• Support knowledge sharing and help improve internal processes

Required Skills & Experience

• Strong English communication skills (spoken and written)

• Proven experience working directly with customers, demonstrating excellent customer service skills and professionalism

• Ability to handle challenging situations with a high level of empathy, patience, and accountability

• Solid understanding of Windows operating systems

• Good knowledge of computer networks (TCP/IP, DHCP, DNS basics)

• Experience in troubleshooting technical issues (remote support tools, logs, configs)

• Ability to analyze problems and work independently

• Experience in a technical support role (preferably Tier 2 or advanced Tier 1)

• Strong willingness to learn and adapt quickly

• Ability to work both independently and in a team

• Availability to work 15-23 Monday to Friday

Nice to Have

• Experience in a similar Tier 2 support role

• Knowledge of video systems, CCTV, or IoT devices

• Familiarity with ticketing systems (e.g., Salesforce, Zendesk, Jira)

• CompTIA certifications (A+, Network+, or similar)

• Spanish language skills (spoken and written)

We offer

• Full remote position / hybrid work (office in Gliwice)

• Service contract/Employment Contract /B2B. 

• Optional English or Spanish lessons. 

• Private medical care (Luxmed). 

• Life insurance (Allianz). 

• Multisport membership. 

• Birthday leave 

• Voluntary days