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2d Line Technical Support Specialist

The 2nd line Technical Support Specialist is responsible to provide high quality technical support to 1st line support team & external customers to ensure the highest levels of adherence to service level agreements. The Technical Support group provides support for internal and remote customers and is the second point of contact for technical support issues. It will interact with customers & staff in understanding, notifying, deploying, supporting and working to resolve incidents.

Minimum Education

  • English (minimum intermediate level), Russian as a plus
  • Educational background in electromechanics or equivalent and/or 2 - 4 years related work experience


  • Experience to work with microelectronics, electromechanics is a must
  • Experience in installing electrical equipment, power and signal cable lines is a must
  • Must be able to read and comprehend technical documentation is a must

Knowledge of

  • Good troubleshooting skills
  • Good communication skills and the ability to work well with others
  • Detail and process oriented individual
  • Low voltage installations
  • Appropriate safety precautions and procedures.
  • Applicable software – incidents tracking tools

Ability to

  • Work independently when assigned a task and follows it through to completion
  • Work in a team and independently fix issues with little or no supervision
  • Work in fast paced environment
  • Read and interpret technical documentation
  • Recognize and correct safety hazards
  • Communicate effectively orally and in writing
  • Prepare reports with findings, conclusions and recommendations
  • Establish and maintain effective working relationships with colleagues in the course of work
  • Willingness and ability to travel


  • Provide 2nd level remote and onsite support
  • Problem assessment and classification, as well as documenting tickets with detailed information
  • Diagnosis and correction for hardware components
  • Maintenance, repair and adjustment of microelectronics
  • Installation of electrical equipment, power and signal cable lines
  • Become well-versed with common problems and inquiries and be able to provide immediate solutions
  • Escalate problems/issues when appropriate
  • Effectively communicate with 3rd line technical support line to support tickets
  • Creating and updating incidents accordingly within the ticket tracking system with detailed incident and resolution information. Notifying internal & external customer upon issue resolution
  • Participation in hardware deployment projects
  • May respond to emergency calls
  • Handle customer requests and provide appropriate solutions and alternatives
  • Identify, troubleshoot and resolve technical issues
  • Manage customer expectations regarding issue resolution and feature delivery
  • Onboard and educate new customers
  • Carried out inbound customer chat and email inquiries


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