Technical Support Technician (L2 OEM)

About the role

The Technical Support Technician provides 24x7 L2 support for OEM equipment, assisting onsite technicians and customers to resolve complex hardware and software issues, restore service availability, and optimize system performance.

Key responsibilities

• Review OEM system logs, configurations and network topologies to identify security breaches, component failures and performance issues.
• Maintain accurate incident records, perform triage, and manage tickets to ensure timely service restoration and SLA compliance.
• Provide remote guidance to field engineers, troubleshoot hardware/software problems, and, when required, travel to customer sites.
• Communicate service updates clearly to customers and internal teams, and collaborate with service management, sales and parts logistics.
• Participate in a 24x7 on‑call rotation, stay current with OEM technologies, attend training and obtain product certifications.

Required profile

• 3–5 years of relevant technical support experience, preferably with OEM equipment.
• Associate degree in Computer or Electrical Engineering or related field; relevant certifications (e.g., Computer Science, Network/Server).
• Fluent in English and Spanish, with strong written and verbal communication skills.
• Ability to work independently, handle high‑pressure situations, and maintain confidentiality.

Required skills

• OEM equipment repair and troubleshooting.
• System log analysis and use of log processing tools.
• Ticketing system management and incident triage.
• Understanding of network topologies and hardware configurations.