Technical Support Representive

About the role We are looking for a Tier 2 Technical Support Representative to join our global support team. This role focuses on advanced troubleshooting, system configuration, and supporting Tier 1 agents in resolving complex technical issues. Key Responsibilities • Handle escalated technical issues from Tier 1 support • Troubleshoot hardware, software, and network-related problems • Analyze logs, identify root causes, and provide solutions • Configure and maintain systems, devices, and applications • Collaborate with internal Support teams • Support knowledge sharing and help improve internal processes Required Skills & Experience • Strong English communication skills (spoken and written) • Proven experience working directly with customers, demonstrating excellent customer service skills and professionalism • Ability to handle challenging situations with a high level of empathy, patience, and accountability • Solid understanding of Windows operating systems • Good knowledge of computer networks (TCP/IP, DHCP, DNS basics) • Experience in troubleshooting technical issues (remote support tools, logs, configs) • Ability to analyze problems and work independently • Experience in a technical support role (preferably Tier 2 or advanced Tier 1) • Strong willingness to learn and adapt quickly • Ability to work both independently and in a team • Availability to work 15-23 Monday to Friday Nice to Have • Experience in a similar Tier 2 support role • Knowledge of video systems, CCTV, or IoT devices • Familiarity with ticketing systems (e.g., Salesforce, Zendesk, Jira) • CompTIA certifications (A+, Network+, or similar) • Spanish language skills (spoken and written) We offer • Full remote position / hybrid work (office in Gliwice) • Service contract/Employment Contract /B2B.  • Optional English or Spanish lessons.  • Private medical care (Luxmed).  • Life insurance (Allianz).  • Multisport membership.  • Birthday leave  • Voluntary days