Application Support Engineer L2 - 2:00pm to 10:00pm CST

Win Systems Group.; United States; A distancia; USD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive health insurance

Paid time off (PTO)

Remote work

Descripción de la vacante

Win Systems Group in the United States offers remote support for its ERP WIGOS™ and gaming solutions. The role focuses on ensuring systems remain operational, handling escalations, and delivering expert troubleshooting for complex technical issues.

You will collaborate with Level 3 support and other departments, maintain documentation, and help train junior agents while staying updated on product features and best practices. Strong English and Spanish skills are required.

Formación

• 3+ years of experience in Windows Server administration and IT support.
• Experience with IT security, networking, and incident management.
• Strong knowledge of Active Directory, DNS, DHCP, and SQL Server databases.
• Scripting with PowerShell is a plus.

Responsabilidades

• Handle escalated customer issues that Level 1 could not resolve.
• Provide in-depth troubleshooting and solutions for complex problems.
• Offer technical assistance for products or services to advanced users.
• Collaborate with technical/development teams to resolve issues.
• Develop a deep understanding of Win Systems products and services.
• Stay updated on features, updates, and changes to provide accurate information.
• Contribute to knowledge base articles for common issues and solutions.
• Document detailed information about customer interactions and resolutions.
• Educate customers on how to use products effectively and share best practices.
• Assist in training new agents and mentor teammates.

Conocimientos

Windows Server

IT security

Networking

Systems Monitoring

Incident Management

Active Directory

DNS

DHCP

SQL Server

PowerShell

Herramientas

Firewall

Server hardware

Descripción del empleo

Location: United States

Win Systems is a leading technology supplier with 25 years of experience providing management solutions, electronic roulette, and slot machines to the casino and lottery industries.

With its best-in-class casino management systems, gaming machines, and an easily integrated end-to-end service, Win Systems is the go-to supplier for all gaming requirements.

Win Systems has expanded to operate in over 60 countries worldwide, offering a multi-channel service across hundreds of venues of varying sizes and multiple regulatory jurisdictions. Win Systems aims to become the trendsetter for the gaming technology sector, and we are certain our solutions will shape the future of the casino environment

This role is responsible for providing a service to our clients to ensure that our software, ERP WIGOS™,remains operational. This involves proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents to resolution.

LOCATION: USA - Remote.

The role is responsible for providing a service to clients to ensure that our systems remain operational, which requires:

• Handle escalated customer issues that Level 1 agents couldn't resolve.
• Provide in-depth troubleshooting and solutions for complex problems.
• Offer technical assistance for products or services, addressing more advanced user concerns.
• Collaborate with the technical or development teams to resolve intricate technical issues.
• Develop a deep understanding of the company's products or services.
• Stay updated on new features, updates, and changes to provide accurate information.
• Contribute to knowledge base articles for common issues and solutions.
• Share insights and information with Level 1 agents to enhance overall team knowledge.
• Document detailed information about customer interactions, troubleshooting steps, and resolutions for future reference.
• Collaborate with Level 3 support, supervisors, or other departments when issues require higher-level intervention.
• Educate customers on how to use products or services effectively.
• Guide best practices to optimize customer experience.
• Assist in training new agents, sharing expertise, and providing mentorship.
• Support ongoing professional development within the team.
• Generate reports on common issues, resolutions, and customer feedback for management review.
• Contribute to regular performance reports for the customer care department.
• Work closely with other teams, such as product development, sales, and marketing, to address customer concerns effectively.
• With low frequency, it will be required to act as a Level 1 Agent.

Required knowledge:

• 3 years of experience in Windows Server (2008/2008 R2 / 2012/2012 R2 / 2016)
• Experience in IT security and Networking
• Experience in systems monitoring and incident management
• Knowledge and experience in troubleshooting Active Directory, DNS, DHCP, Firewall, etc ...
• Experience with SQL Server Databases.
• Development of scripts, preferably in PowerShell (nice to have)
• Knowledge of hardware for servers (Nice to have)

Languages:

High-level English and Spanish. Spoken and written.

Why work with us?

• Remote work scheme.
• Indefinite-term contract.
• Comprehensive health insurance.
• Paid time off (PTO).

Important:This position requires a high level of English and Spanish. Schedule from 2:00 pm to 10:00 pm CST and weekend shifts 2 times per month.