L2 Support Engineer

As a Level 2 Technical Support Specialist, your role involves providing technical support to end-users and clients, resolving escalated IT issues efficiently. You will be responsible for communicating effectively with US-based clients, ensuring clear, professional, and timely responses. Additionally, your role will include configuring, managing, and troubleshooting firewalls such as Fortinet, Palo Alto, Cisco, or equivalent. Key Responsibilities: - Provide Level 2 technical support, troubleshooting escalated IT issues efficiently. - Communicate effectively with US-based clients for clear and timely responses. - Configure, manage, and troubleshoot firewalls (Fortinet, Palo Alto, Cisco, or equivalent). - Deploy, monitor, and maintain Data Loss Prevention (DLP) solutions for data security and compliance. - Implement and manage Remote Monitoring and Management (RMM) solutions for proactive system monitoring. - Administer and optimize ticketing portals for timely issue resolution. - Collaborate with Level 1 support teams for escalations and advanced troubleshooting. - Assist in IT infrastructure improvements, security updates, and best practices implementation. - Document technical issues, resolutions, and procedures for internal knowledge-sharing. Qualifications Required: - Excellent communication skills (written and verbal) for direct interaction with US-based clients. - 2+ years of hands-on experience in IT helpdesk or technical support. - Strong expertise in configuring and troubleshooting firewalls (Fortinet, Palo Alto, Cisco, SonicWall, etc.). - Experience with DLP solutions (Symantec, McAfee, Digital Guardian, etc.). - Proficiency in RMM tools (NinjaOne, ConnectWise, N-able, or similar platforms). - Familiarity with ticketing systems like ServiceNow, Zendesk, Freshdesk, or equivalent. - Solid understanding of networking concepts (TCP/IP, VPN, VLANs, DNS, DHCP). - Ability to work independently, manage priorities, and handle escalated technical issues efficiently. - Strong troubleshooting and documentation skills. About the Company: The company is a Managed Services Provider (MSP) environment, focusing on cybersecurity tools and best practices. They value certifications such as CompTIA Security+, CCNA, Fortinet NSE, or equivalent. Joining the team offers a full-time, permanent position with in-person work location. (Note: The job description does not include additional details about the company.),