{"id":3114453,"url":"https://alion.io/job/sd-it-services-technical-support-l2","title":"Technical Support L2","company":{"id":4414465,"name":"SD IT Services","domain":"sdit-services.com","url":"https://alion.io/company/sd-it-services","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gjilan, Kosovo"],"countries":["XK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-14T19:16:39Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-27T15:00:43Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Join SD IT Services as a Technical Support L2 Specialist.We are looking for technically skilled, proactive individuals to join our Technical Support team in Gjilan.\nIn 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.\nYou 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.\nThis 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.\nResponsibilities:\n- Investigate and resolve technical incidents escalated from Level 1 support.\n- Troubleshoot POS software, kitchen display systems (KDS), order processing and connected peripherals.\n- Diagnose software errors, application crashes, synchronization failures and configuration issues.\n- Troubleshoot Android-based devices, printers, payment terminals and other connected hardware.\n- Investigate network connectivity issues involving TCP/IP, DNS, DHCP, Wi-Fi, routers and local networks.\n- Analyze application logs, device logs and diagnostic information to identify underlying problems.\n- Troubleshoot payment-related technical issues and coordinate with payment providers when necessary.\n- Investigate API communication failures, integration problems and data synchronization issues.\n- Perform remote troubleshooting, software configuration, application updates and system maintenance.\n- Communicate directly with customers, providing clear technical explanations and progress updates.\n- Escalate complex incidents to Level 3 support or development teams with detailed technical findings.\n- Document incidents, troubleshooting steps, resolutions and recurring issues.\n- Follow up on unresolved tickets and ensure appropriate ownership until resolution.\n- Identify recurring technical problems and recommend improvements to support procedures.\n- Collaborate with colleagues to maintain service reliability and customer satisfaction.\nRequirements:\n- At least 2 years of experience in technical support, IT support, service desk or a similar technical role.\n- Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and routers.\n- Experience troubleshooting software applications, operating systems and connected devices.\n- Familiarity with Windows and Android environments.\n- Ability to investigate technical problems systematically using logs, diagnostics and troubleshooting tools.\n- Understanding of client-server applications and basic API communication.\n- Experience working with ticketing systems and handling technical incidents.\n- Strong analytical thinking and problem-solving skills.\n- Ability to manage multiple incidents and prioritize issues according to business impact.\n- Good written and spoken English for technical communication with customers and colleagues.\n- Ability to work independently while collaborating effectively with other support engineers.\n- A responsible, customer-focused approach to incident ownership and follow-up.\nBenefits:\nOpportunity to work with business-critical software and real-world technical infrastructure.\nHands-on exposure to software, networking, hardware and integrated technology platforms.\nProfessional development through technically challenging incidents and practical problem-solving.\nCollaboration with experienced technical specialists and software development teams.\nOpportunities to expand your technical knowledge and take on greater responsibilities.\nA collaborative working environment focused on technical excellence and continuous improvement.","description_format":"text","description_chars":3862,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Corporate Events","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-22T21:41:07Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring 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