Tendrill International Sdn Bhd

Tier 2 Technical Support Agent, Servers

Tendrill International Sdn Bhd

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

ServiceNow

About the role

  • The Tier 2 Technical Support Agent will be the go-to expert for complex, escalated issues involving restaurant technology — from POS systems and servers to network infrastructure.
  • Troubleshoot, mentor, document, and collaborate to get customers back up and running quickly.
  • Manage escalated cases from Tier 1, handle server, POS, hardware, and connectivity issues, and perform root cause analysis.
  • Document steps and communications; escalate unresolved issues with complete technical details.
  • Collaborate with SMEs, networking engineers, and project managers; support infrastructure changes and product updates.
  • Guide and coach Tier 1 agents; assist onboarding and training of new hires; contribute to knowledge base.
  • Identify trends and suggest improvements to reduce recurring issues; improve workflows and documentation.

Requirements

  • 3–5+ years of experience in IT support, with 1–2 years in a Tier 2 or similar technical role
  • Hands-on experience with restaurant technology, such as Toast, PAR POS, NCR Aloha, etc.
  • Solid understanding of server environments, networking, and POS troubleshooting
  • Excellent English communication skills — both written and verbal
  • Calm, focused approach to problem-solving under pressure
  • Willingness to work flexible schedules and rotating on-call shifts
  • Bonus points for technical certifications like CompTIA Network+ or Microsoft Certified: Windows Server