Remote Genesys L1 Support Engineer – Datacenter & Network
Smartrecruiters, Inc.
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Benefits offered by this job
Job summary
Assurant is seeking a T3 Support Engineer to deliver first-level IT support and ensure reliable delivery of IT services. You will handle incidents, manage requests, and collaborate with internal teams and vendors to resolve issues across hardware, software, and networking environments.
Join a global, customer-focused organization offering a home-office setup and opportunities to work with ITIL-based processes, ITSM tools, and diverse technologies.
Qualifications
- Requires Associate's or Bachelor's Degree in IT, Computer Science, or related field.
- At least 2 years in Technical Support, Help Desk, Service Desk, Desktop Support, or similar IT role.
- Strong analytical and problem-solving skills; experience with Microsoft 365 and identity/access management (AD, Okta).
- Knowledge of DNS, DHCP, networking fundamentals; cybersecurity basics; endpoint management (Intune).
- Familiarity with ITSM processes (Incident Management, Request Fulfillment, SLA management) and ITIL principles.
Responsibilities
- Provide first-level support for hardware, software, telecommunications, and network issues.
- Troubleshoot, diagnose, and resolve routine technical incidents affecting end users and business operations.
- Manage requests for installation, configuration, relocation, and removal of hardware/software.
- Own and track incidents through resolution; ensure SLA compliance and escalate as needed.
- Administer IT service management processes related to Incident Management and Request Fulfillment.
- Identify recurring issues and drive service improvements with IT teams and vendors.
- Collaborate with internal teams and third-party vendors to resolve escalations.
- Maintain clear communication with end users throughout the support lifecycle.
Skills
Education
Tools
Job description
This position is responsible for providing first-level technical support to end users and ensuring the effective delivery of IT services across the organization. The role supports the maintenance and operation of IT infrastructure, telephony, network connectivity, hardware, software, and user access services.
The Technical Support Associate is also responsible for supporting IT Service Management (ITSM) processes, including incident management, request fulfillment, ticket administration, service level compliance, and continuous service improvement activities following ITIL best practices.
- Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
- Perform troubleshooting, diagnosis, and resolution of routine technical incidents affecting end users and business operations.
- Respond to requests for support, installation, configuration, relocation, and removal of hardware and software provided by the company.
- Own and track incidents and service requests through resolution, ensuring compliance with established Service Level Agreements (SLAs).
- Administer and maintain IT service management processes related to Incident Management and Request Fulfillment.
- Identify recurring issues, incident trends, and service improvement opportunities and communicate findings to appropriate IT teams.
- Collaborate with internal technical teams and third-party vendors to resolve escalated incidents and service requests.
- Provide excellent customer service and maintain effective communication with end users throughout the support lifecycle
- Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.
- At least two (2) years of experience in a Technical Support, Help Desk, Service Desk, Desktop Support, or similar IT support role.
- Strong analytical, troubleshooting, and problem-solving skills.
- Experience administering and supporting Microsoft 365 services.
- Experience with identity and access management solutions (e.g., Active Directory, Okta).
- Knowledge of DNS, DHCP, and networking fundamentals.
- Understanding of cybersecurity fundamentals, endpoint protection, phishing awareness, and security incident escalation procedures.
- Familiarity with endpoint management solutions such as Microsoft Intune, endpoint provisioning, and device compliance management.
- Knowledge of IT Service Management (ITSM) concepts and processes.
- Understanding of Incident Management, Request Fulfillment, escalation procedures, and SLA management.
- Strong customer service orientation and commitment to delivering a positive end-user experience.
- Excellent written, verbal, and interpersonal communication skills in Spanish and English.
- Ability to collaborate effectively across technical and business teams.
- Demonstrated accountability, organization, and attention to detail.
- Ability to prioritize and manage multiple tasks in a fast-paced environment, while demonstrating a strong sense of urgency.
- Ability to maintain confidentiality when handling sensitive information.
- Commitment to continuous learning, professional development and the adoption of emerging technologies.
- Knowledge of ITIL principles and best practices.
- Experience supporting LAN and WAN environments.
- Experience with IT asset management processes.
- Experience with service reporting and SLA management.
- Experience with Service Desk / ITSM solutions such as ServiceNow, Jira Service Management, Freshservice, Ivanti, ManageEngine, or similar platforms
- Familiarity with workflow automation and AI-enabled productivity tools used to improve efficiency, service delivery, and knowledge management (Power Automate, Power Apps, Copilot, Claude, etc).
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at .
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture .
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.
Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.
Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.
SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?
Join our community as a T3 Support Engineer today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.
- Investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations;
- Reproduce bugs across web admin consoles, mobile apps, and backend APIsl
- Analyze logs, error traces, and metrics to identify root causes;
- Query production databases (read-only) to validate data-related issues;
- Implement small, low-risk fixes, including configuration changes, data corrections, and targeted code patches;
- Escalate complex issues to Engineering with clear documentation and findings;
- Track incidents and outages through resolution, using monitoring and error-tracking tools to verify fixes;
- Maintain and expand internal runbooks and knowledge bases to reduce recurring escalations;
- Maintain deep understanding of client solutions and meetKPI.
- Excellent English skills (at least C1 for both spoken and written);
- Experience in Technical Support, SRE, or Engineering, with strong troubleshooting and code-reading skills;
- Proven customer-facing experience in a technical support or customer support role;
- Strong SQL skills and experience with production-scale relational databases;
- Strong customer-focused approach and excellent communication skills;
- Ability to explain technical concepts in a clear, simple, and customer-friendly manner;
- Familiarity with AWS or another cloud provider, including logs, services, and secrets;
- Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools;
- Strong written communication skills and ability to document technical findings clearly;
- Strong analytical thinking and research skills;
- Ability to identify when an escalation to
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