Support & Maintenance Engineer L2

Technical skills:

Ticketing tools (e.g. Service Now, Remedy, Jira)

Some of our perks and benefits

Work from home

Private medical insurance

Flexible schedule

Great work environment

Special discounts

Flexible work spaces


Entertainment area

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 bring to Applaudo the following competencies:

  • 1+ Years of experience working in an IT Service Desk/inbound Call Center environment.
  • Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school (Preferred, not required).
  • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy, Jira) or similar ticketing systems to manage and track incidents.
  • Ability to talk and type accurately at least 30 wpm.
  • Sound understanding of customer support, operations, and processes.
  • Working knowledge of Windows/Linux/Mac Os operating systems, networks, databases, and network security concepts and tools are required.
  • Working knowledge of the Microsoft Office application suite including MS Outlook.
  • Solid analytical/cognitive skills to troubleshoot complex and technical problems.
  • Basic knowledge of ITIL, Service Desk metrics/SLA's, and mobile device support.
  • Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.
  • Working knowledge with Docker/Kubernetes (Desirable)
  • Working knowledge with cloud services like AWS, GCP, Azure devops, etc. (Desirable)

You will be accountable for the following responsibilities:

  • Assisting L1s with escalations and technical questions.
  • Resolve Level 1 and Level 2 issues. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution(L3 Agent, Manager, etc.).
  • IT Service Desk - provide first-level technical support through phone, email, and chat support (if applicable) to resolve technical end-user service and support requests.
  • Diagnose and troubleshoot end-user desktop application issues and provide appropriate solution
  • Follow-up with end-users to provide status updates as per service level guidelines(SLA's).
  • Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
  • Communicate with customers at all levels of technical and non-technical skill sets.
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
  • Work collaboratively with people across the organization.
  • Find the solution to technical problems, such as down servers, reset servers, create a custom report using SQL or other reporting tools.
  • Reproduce complex problems and documenting to continue the process with the next level.

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