Virtual Service Operations · 23 hours ago
L2 Support Engineer *
United States
Full-time
Remote
Mid Level
$90K/yr - $110K/yr
4+ years expVirtual Service Operations (VSO) is a hybrid cloud and managed services consulting firm seeking a skilled L2 Support Engineer to support a major hospitality and retail client. This role involves providing 24×7 remote technical support, focusing on advanced troubleshooting, endpoint management, and ensuring exceptional customer service.
Cloud ManagementConsultingInformation TechnologySoftware
No H1B
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
Qualification
Required
4+ years of experience in L1/L2 technical support or help desk role
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
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
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 payment systems (PCI DSS environment)
Benefits
Health benefits
Flexible work arrangements
Ongoing learning and development opportunities
Company
Virtual Service Operations
Virtual Service Operations is an IT solution provider that specializes in tool-based cloud management systems and deployment solutions.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Gary Hale
CEO/Co-Founder, Mpathic
Stephen O'Keefe
Chief Executive Officer
Recent News
24-7 Press Release Newswire
2025-10-15
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