Tyme Global

• Reference: TG-T2-001
• Contract Rate: Market Related
• Location: Remote
• Shift: Supporting USA-based operations (EST shifts required)

The Role:

Are you an experienced technical support professional who enjoys solving complex problems, investigating the root cause of technical issues, and taking ownership of escalations that require more advanced troubleshooting?

We are seeking an experienced Tier 2 Support Engineer to provide advanced technical support across our IT environment. The ideal candidate will have strong hands‑on experience in technical troubleshooting, networking, Windows Server and Active Directory environments, telephony or contact‑centre platforms, system monitoring, and incident resolution.

Who You Are:

You don't just close tickets; you want to understand why something failed and how to prevent it from happening again.

You are comfortable taking ownership of complex technical issues, working methodically through troubleshooting steps, analysing system behaviour and logs, and documenting your findings clearly.

You understand the importance of system stability, security, change control, and accurate technical documentation. You can communicate effectively with both technical and non‑technical stakeholders and remain calm when dealing with critical incidents or service outages.

You also enjoy sharing your knowledge and helping Tier 1 support teams strengthen their technical capability.

Language Requirements:

• Fluent English communication skills, both verbal and written (non‑negotiable)
• Strong professional and technical communication skills
• Ability to explain technical issues clearly to colleagues, clients, and other stakeholders
• Strong technical documentation and reporting skills
• Interviews and assessments will be conducted in English

What You Must Have:

• Previous experience in a Tier 2, Level 2, Systems Support, Infrastructure Support, or similar technical support role
• Strong advanced troubleshooting and problem‑solving skills
• Experience handling escalated technical incidents from Tier 1 support teams
• Hands‑on experience supporting Windows Server and Active Directory
• Experience with Group Policies, authentication, user access, and permissions
• Strong understanding of networking concepts including VPN, routing, switching, DNS, DHCP, and firewalls
• Experience supporting or troubleshooting telephony, VoIP, contact‑centre, or similar communication platforms
• Experience monitoring systems, alerts, logs, and infrastructure health
• Understanding of incident management, Root Cause Analysis (RCA), and problem management
• Experience working within established SLA and KPI requirements
• Understanding of Change Management processes and controlled system changes
• Ability to document technical resolutions, troubleshooting steps, and preventative recommendations
• Strong understanding of IT security principles, access control, and least‑privilege practices
• Ability to work effectively with Tier 1, Tier 3, clients, and external vendors
• Strong organisational skills and attention to detail
• Ability to work independently in a structured remote environment
• Availability to work USA (EST) shifts as required
• Must meet the technical requirements listed below

What You'll Be Doing:

• Reviewing and taking ownership of technical issues escalated from Tier 1
• Validating troubleshooting already completed and determining appropriate next steps
• Prioritising escalated incidents and managing them through to resolutionPerforming advanced troubleshooting across applications, networks, systems, and infrastructureConducting root‑cause investigations and providing documented resolutions or workaroundsSupporting telephony and contact‑centre platformsMonitoring platform uptime and investigating service degradation and configuration issuesTroubleshooting VPN, routing, switching, DNS, DHCP, firewall, and connectivity issuesPerforming configuration checks and implementing approved technical fixesAdministering and supporting Windows Server, Active Directory, Group Policies, and authentication systemsResolving user access and permission‑related incidentsMonitoring system alerts and logs and responding according to incident severity
• Participating in planned maintenance, system upgrades, and approved change implementations
• Ensuring system changes are properly documented and authorised before implementation
• Conducting Root Cause Analysis for recurring or major incidents
• Coordinating long‑term technical fixes with Tier 3 teams and external vendors
• Recording technical solutions and lessons learned in the Knowledge Base
• Reviewing Tier 1 Knowledge Base content for technical accuracy
• Providing technical guidance and mentorship to Tier 1 support agents
• Supporting technical training and knowledge‑sharing initiatives
• Maintaining communication with affected teams throughout the incident lifecycle
• Contributing to post‑incident reviews, process improvements, automation, and monitoring enhancements

Performance & Service Expectations:

This is an SLA‑driven technical support environment. The Tier 2 Support Engineer will be expected to work within defined response and resolution targets, including:

• Acknowledging escalated tickets promptly
• Resolving high‑and and medium‑priority incidents within established SLA targets
• Responding rapidly to critical network and system outages
• Maintaining accurate incident and troubleshooting documentation
• Completing Root Cause Analysis reports within required timelines
• Maintaining high standards of system availability and reliability
• Ensuring system changes are properly logged and approved
• Contributing regularly to technical Knowledge Base documentation
• Supporting the ongoing development of Tier 1 technical capability

Systems & Technical Environment:

To succeed in this role, you should be comfortable working across a modern technical support and infrastructure environment, including:

• Windows Server
• Active Directory
• Group Policy
• Authentication and access management
• VPN
• Routing and switching
• DNS and DHCP
• Firewalls
• Telephony and contact‑centre platforms
• Remote infrastructure and monitoring systems
• Ticketing and incident management platforms
• Change Management systems
• Knowledge Base and technical documentation platforms
• Google Meet
• Google Workspace
• Slack
• ClickUp
• HubSpot

Independent Contractor & Technical Requirements:

As this is an Independent Contractor role, you will be responsible for managing your own taxes, equipment, and professional workspace. To ensure reliable remote technical support, the following technical standards are mandatory:

• Reliable desktop or laptop (Windows 11 or higher)
• Intel i5 / AMD Ryzen 3 (minimum) with 8GB RAM
• A second monitor is required to effectively manage multiple technical systems simultaneously
• A professional noise‑cancelling USB headset

Connection:

• Stable fibre internet only
• Minimum 20Mbps upload and download speed
• A wired Ethernet connection is required (WiFi or 4G/5G mobile data are not accepted due to jitter and latency)

Workspace:

• A quiet, dedicated, and professional home office space free from background noise
• A reliable power backup solution (UPS, Inverter, or Solar) capable of keeping your computer, monitor, and router powered for the duration of your shift

Why Join Us?

• 100% Remote
• Work within an international technical support environment
• Exposure to advanced technical troubleshooting and infrastructure support
• Work across Tier 1, Tier 2, and Tier 3 support functions
• Opportunity to work with clients and external technology vendors
• Opportunity to contribute to technical improvements, automation, and knowledge sharing