Technical Support Specialist L2 - Product IT

The Technical Support Specialist (L2) – Product IT will provide advanced support for remote desktop services, server and virtualization environments, cybersecurity solutions, and related IT infrastructure. This role involves troubleshooting complex issues escalated from Level 1 support, ensuring system stability, security, and performance across various platforms and applications.

Key Responsibilities

• Troubleshoot and resolve complex issues related to remote desktop connectivity, performance, and functionality (L2 support for RDS).
  
• Handle escalations from L1 support requiring deeper technical expertise.
  
• Assist with user account setup, configuration, and access management for remote desktop environments.
  
• Regularly review security logs and respond to potential security incidents.
  
• Perform server installations, virtual machine (VM) installations, and manage domain infrastructure.
  
• Configure and maintain IT products including:
  
• Infinity  (Standard / Plus / Cube)
  
• Infinity Virtualization (VM)
  
• Infinity Spectrum Service
  
• Infinity Data PIN creation from Hub
  
• Infinity VoIP Phones
  
• Angel (Cybersecurity)
  
• Marpoint Firewall
  
• Manage firewalls such as Netgear, Cisco Basic, MikroTik (Hex Lite, RB 750/951/1100), FutureKonnect, and HAMS.
  
• Oversee file replication processes using GTReplication.
  
• Deploy and monitor antivirus and endpoint security solutions: GT Sentinel, PortIT, Vanirlite AV, Datto EDR, CrowdStrike (incident ticket management).
  

• Strong expertise in Remote Desktop Services (RDS) troubleshooting (Level 2 support).
  
• Hands -on experience in server/VM installation and domain infrastructure management.
  
• Knowledge of firewall configuration and management (Netgear, Cisco, MikroTik, Marpoint, FutureKonnect).
  
• Experience in cybersecurity monitoring and incident response.
  
• Familiarity with file replication systems and antivirus/EDR solutions.
  
• Analytical problem -solving skills with the ability to resolve escalated technical issues.
  
• Strong communication and documentation skills to interact with cross -functional teams.