Technical Support L2

We are looking for technically skilled, proactive individuals to join our Technical Support team in Gjilan.

In this role, you will investigate and resolve technical issues affecting business-critical software, point-of-sale (POS) systems, kitchen display systems (KDS), payment terminals, network infrastructure and connected hardware.

You will work closely with customers, first-line support engineers, senior technical specialists and development teams to diagnose incidents, restore services and ensure reliable day-to-day operations.

This position is ideal for someone who enjoys technical troubleshooting, understands how software and hardware interact, and can take ownership of incidents from initial investigation through resolution or escalation.

Responsibilities:

- Investigate and resolve technical incidents escalated from Level 1 support.

- Troubleshoot POS software, kitchen display systems (KDS), order processing and connected peripherals.

- Diagnose software errors, application crashes, synchronization failures and configuration issues.

- Troubleshoot Android-based devices, printers, payment terminals and other connected hardware.

- Investigate network connectivity issues involving TCP/IP, DNS, DHCP, Wi-Fi, routers and local networks.

- Analyze application logs, device logs and diagnostic information to identify underlying problems.

- Troubleshoot payment-related technical issues and coordinate with payment providers when necessary.

- Investigate API communication failures, integration problems and data synchronization issues.

- Perform remote troubleshooting, software configuration, application updates and system maintenance.

- Communicate directly with customers, providing clear technical explanations and progress updates.

- Escalate complex incidents to Level 3 support or development teams with detailed technical findings.

- Document incidents, troubleshooting steps, resolutions and recurring issues.

- Follow up on unresolved tickets and ensure appropriate ownership until resolution.

- Identify recurring technical problems and recommend improvements to support procedures.

- Collaborate with colleagues to maintain service reliability and customer satisfaction.

Requirements:

- At least 2 years of experience in technical support, IT support, service desk or a similar technical role.

- Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and routers.

- Experience troubleshooting software applications, operating systems and connected devices.

- Familiarity with Windows and Android environments.

- Ability to investigate technical problems systematically using logs, diagnostics and troubleshooting tools.

- Understanding of client-server applications and basic API communication.

- Experience working with ticketing systems and handling technical incidents.

- Strong analytical thinking and problem-solving skills.

- Ability to manage multiple incidents and prioritize issues according to business impact.

- Good written and spoken English for technical communication with customers and colleagues.

- Ability to work independently while collaborating effectively with other support engineers.

- A responsible, customer-focused approach to incident ownership and follow-up.

Benefits:

Opportunity to work with business-critical software and real-world technical infrastructure.

Hands-on exposure to software, networking, hardware and integrated technology platforms.

Professional development through technically challenging incidents and practical problem-solving.

Collaboration with experienced technical specialists and software development teams.

Opportunities to expand your technical knowledge and take on greater responsibilities.

A collaborative working environment focused on technical excellence and continuous improvement.