Tier 2 Technical Support Engineer (Hosting Infrastructure)

Описание на позицията

Company: Helptoria Ltd.

Location: Office-based

Employment Type: Full-time

About Helptoria Ltd. Helptoria Ltd. is a company focused on servicing reliable hosting solutions and infrastructure services. We're a small, energetic team that values collaboration, continuous learning, and technical excellence. If you enjoy solving challenging technical issues and working directly with customers, we'd love to hear from you. About The Role We are looking for a Tier 2 Technical Support Engineer with experience in Windows environments and virtualization technologies. This is a hands-on, office-based role where you'll work closely with customers to troubleshoot issues, maintain hosted environments, and provide outstanding technical support.

You'll communicate with clients through our ticketing system, live chat, and other communication platforms while ensuring that every interaction is professional, well-documented, and resolved efficiently.

Key Responsibilities Provide Tier 2 technical support to customers through tickets, live chat, and other communication platforms.

Troubleshoot and resolve issues related to Windows Server and Remote Desktop Services (RDP).

Support VMware vCenter and virtualized infrastructure environments.

Configure and troubleshoot basic virtual networking components.

Configure and maintain VPN connections and proxy services.

Diagnose infrastructure, connectivity, and performance issues.

Escalate complex issues when necessary while maintaining ownership of the case until resolution.

Maintain accurate and detailed documentation for every support case, including troubleshooting steps, customer communication, and implemented solutions.

Document all system configurations, deployments, and infrastructure changes.

Follow internal procedures, security policies, and industry best practices.

Collaborate with other team members to resolve complex technical issues.

Participate in improving internal documentation and knowledge base articles.

Identify recurring issues and recommend improvements to systems and support processes.

Required Qualifications Previous experience in a Tier 2 technical support, systems administration, or infrastructure support role.

Good understanding of Windows administration.

Experience troubleshooting Remote Desktop (RDP) issues.

Experience working with VMware vCenter and virtualization environments.

Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, routing, NAT, VLANs, and firewalls.

Experience configuring basic virtual networks, VPNs, and proxy services.

Strong troubleshooting and analytical skills with the ability to identify root causes.

Excellent written and verbal English communication skills.

Ability to prioritize multiple support requests in a fast-paced environment.

Strong documentation habits and attention to detail.

Preferred Qualifications Basic Linux administration knowledge.

Experience with VMware ESXi.

Experience working for a hosting provider, managed services provider (MSP), or cloud infrastructure company.

Knowledge of Active Directory, Group Policy, DNS, and IIS.

Basic PowerShell or Bash scripting skills.

Familiarity with monitoring tools and backup solutions.

What We're Looking For Someone who enjoys troubleshooting and solving technical problems.

A proactive individual who takes ownership of tasks from start to finish.

Strong organizational and time-management skills.

Excellent customer service and communication abilities.

A team player who is willing to share knowledge and support colleagues.

Someone who values accuracy, documentation, and continuous improvement.

A willingness to learn new technologies and adapt to changing environments.

What We Offer Competitive salary based on experience.

A nice office environment with a young and energetic team.

Opportunities for professional growth and technical development.

A collaborative workplace where your ideas and contributions matter.

If you're passionate about infrastructure, virtualization, Windows systems, and helping customers solve technical challenges, we'd love to hear from you. Join Helptoria Ltd. and become part of a team that values technical excellence, teamwork, and continuous improvement.