L2 Support Engineer

4 semanas atrás


Rio De Janeiro, Brasil Applaudo Tempo inteiro

About you You are someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests and be able to grow professionally. You are a problem solver passionate about providing high-quality technical support to end-users. You enjoy troubleshooting issues, guiding teammates, and ensuring smooth IT operations across the organization. You are customer-focused, detail-oriented, and thrive in fast-paced environments where clear communication and collaboration are key. You bring to Applaudo the following competencies: Bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a related field — or equivalent experience. Previous experience in technical support roles (Level 1 or Level 2). Basic knowledge of SQL (SELECT statements, filters, simple JOINS). Strong communication skills, both verbal and written. Customer-focused mindset with the ability to work under pressure. Problem-solving skills for diagnosing and resolving basic technical issues. Intermediate English proficiency (B1–B2), capable of supporting users and documenting issues. You will be accountable for the following responsibilities: Provide first-level technical support via phone, email, or chat to address end-user requests. Assist Level 1 agents with escalations, technical questions, and coaching as the environment evolves. Diagnose and troubleshoot desktop application issues, escalating complex or high-priority problems to the appropriate support groups (Level 3, Manager). Resolve Level 1 and Level 2 incidents in line with SLAs and follow up with users to provide status updates. Perform



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