L2 Technical Support Engineer

Overview

Employer Industry: Technology Distribution

• Opportunity for career advancement and growth within the organization
• Remote work flexibility available
• Access to elective benefits tailored to your lifestyle
• Formal programs on leadership and professional development
• Support for financial, physical, and mental well-being through various initiatives
• Inclusive work environment that values diversity and promotes community engagement

• Provide advanced technical support for Symantec and Broadcom Endpoint Security products via phone, email, and virtual collaboration tools
• Diagnose and resolve complex technical issues while adhering to ITIL-aligned ticket management procedures
• Collaborate with customers, onsite technicians, and internal teams to drive resolution of high-impact incidents
• Maintain accurate case documentation and meet or exceed contractual SLAs through efficient troubleshooting
• Mentor and coach L1 engineers on troubleshooting methods and process adherence

• 5+ years of hands-on experience supporting Symantec/Broadcom or equivalent technologies
• Bachelor’s degree in computer science, Cybersecurity, IT, or equivalent experience
• Strong troubleshooting skills and experience with Endpoint and Endpoint Management platforms
• Excellent analytical and problem-solving skills with the ability to resolve complex issues efficiently
• Confident communication skills—both written and verbal—with customers and internal stakeholders

• ITIL Foundation certification
• Broadcom/Symantec certifications
• Additional certifications such as Security+ / CISSP or CCNA / CCNP
• Experience with packet analysis tools (e.g., Wireshark)
• Knowledge of malware analysis and threat detection workflows

#Technology Support #Remote Work #Career Growth #Diversity And Inclusion  #Cybersecurity

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