L2 Support Engineer

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The Opportunity:

VSO is searching for a skilled L2 Support Engineer to join our team supporting a major hospitality and retail client. This role provides 24×7 remote support with focus on advanced troubleshooting, endpoint management, and exceptional customer service.

Key Responsibilities:

• Provide advanced (L2) technical support for Windows/macOS endpoints, iOS/Android mobile devices, Oracle Simphony 2 POS systems (WS625x and WS8), kiosks (Qikserve, XPR platforms including Zivelo, ELO, Pyramid, Acrelec), digital menu boards, and peripheral devices

• Troubleshoot complex issues with M365 applications (Outlook, Teams, SharePoint, OneDrive), enterprise ERP/POS systems, security agents, VPN, SSO, and MFA

• Diagnose and resolve Oracle Simphony 2 POS issues, kiosk malfunctions (Qikserve/XPR platforms), and Meraki network connectivity problems affecting restaurant and retail operations

• Perform endpoint remediation, system diagnostics, and remote assistance using ManageEngine tools

• Coordinate with field operations and on-site personnel to resolve location-specific technical issues

• Manage tickets in ManageEngine ServiceDesk Plus with focus on SLA compliance 

• Document all troubleshooting steps, resolutions, and root cause analysis in the ticketing system

• Create and maintain knowledge base articles and runbooks for corporate and field operations

• Escalate complex issues to L3 support, vendors, or internal IT teams as needed

• Participate in on-call rotation to provide 24×7×365 coverage

• Conduct root cause analysis for P1 and repeated P2 incidents

• Support end-user satisfaction initiatives with target CSAT score =4/5

Required Technical Skills:

• Strong knowledge of Windows 10/11 and macOS operating systems

• Proficiency with Microsoft 365 suite (Exchange Online, Teams, SharePoint, OneDrive)

• Experience with iOS and Android mobile device support

• Working knowledge of Oracle Simphony 2 POS systems (WS625x and WS8 workstations)

• Experience supporting self-service kiosks: Qikserve and XPR platforms (Zivelo, ELO, Pyramid, Acrelec)

• Proficiency with Cisco Meraki network infrastructure (wireless access points, switches, security appliances)

• Experience with retail/hospitality technology and field operations support

• Familiarity with Active Directory/Entra ID, VPN, SSO, and MFA technologies

• Understanding of network basics (TCP/IP, DNS, DHCP, wireless connectivity)

• Experience with remote support tools (preferably ManageEngine)

• Ability to troubleshoot printers, scanners, and peripheral devices

• 4+ years of experience in L1/L2 technical support or help desk role

• Experience with ticketing systems (ManageEngine ServiceDesk Plus preferred)

• Ability to work flexible shifts including nights, weekends, and holidays as part of 24×7 coverage

• Able to work 100% remotely (nearshore or onshore location)

• Must be authorized to work in the United States

• Strong commitment to meeting SLA requirements and maintaining high customer satisfaction scores

Preferred Qualifications:

• Oracle Simphony/MICROS certification or training

• Cisco Meraki certification (CMNA) or demonstrated Meraki experience

• CompTIA A+, Network+, or Microsoft certifications

• Experience supporting retail/hospitality environments or multi-site operations

• ITIL Foundation certification or familiarity with ITSM best practices

• Background check clearance for working with