Remote L2 Application Support Engineer (Bilingual)

Win Systems Group.; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Comprehensive health insurance

Paid time off (PTO)

Remote work

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Windows Server

IT security

Networking

Systems Monitoring

Incident Management

Active Directory

DNS

DHCP

SQL Server

PowerShell

Tools

Firewall

Server hardware

Job description

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.