IT Support Technician, L2
LifeMD
AWSCloudDNSLinuxMacOSTCP/IP
Job Level
JuniorMid-Level
Tech Stack
DNSVoIP
About the role
- Serve as primary liaison for global telecom clients and enhance customer satisfaction
- Provide Tier 1 support via phone, email, and chat for server, network, and software issues
- Troubleshoot DNS, SSL, FTP, and network protocol configurations
- Guide customers through technical solutions and system installations
- Document all interactions in CRM systems with technical accuracy
- Escalate unresolved issues with comprehensive diagnostics and maintain proactive communication
- Contribute to knowledge base development and internal documentation
- Identify service improvement opportunities through trend analysis and participate in workflow optimization initiatives
Requirements
- Bachelor's in IT, Telecom, or Computer Science
- 2+ years technical support experience (telecom/IT infrastructure)
- Technical proficiency: Network protocols (DNS/SSL/FTP)
- Experience with CRM platforms
- Experience with remote support tools
- Fluent English (verbal and written)
- Lebanon-based remote setup
- Preferred: CCNA or CompTIA Network+
- Preferred: Experience with VoIP, 5G, SD-WAN
- Preferred: Arabic language proficiency
- Preferred: Flexibility for occasional off-hours support
