IT Support Engineer 2nd Line
IT Support Engineer 2nd Line
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1 Vacancy
Job Description
Job Title: IT Support Engineer (Level 2)
Job Purpose
The IT Support Engineer is responsible for executing technical operations on a 24/7 basis and serving as the 2nd line of support for ITrelated issues. The role ensures the daily functioning of the Banks infrastructure systems and applications for internal and external users. The incumbent also contributes to system maintenance troubleshooting and security compliance.
Key Responsibilities
1. IT Operations & Support
- Perform various technical operations to maintain system availability and performance.
- Act as a 2nd line support contact for IT issues resolving problems or escalating them when necessary.
- Support users based on available documentation and escalate unresolved queries to 3rd line support.
- Analyze and document IT problems encountered during the work schedule proposing concrete solutions for process improvement.
2. System Maintenance & Testing
- Conduct maintenance operations and testing activities following predefined procedures and schedules.
- Contribute to the validation and availability of new systems and functionalities.
- Stay updated with technological advancements to ensure knowledge remains relevant and up to date.
3. Security & Compliance
- Receive external technicians validate their access escort them and ensure they comply with security protocols.
- Verify that external interventions are completed and aligned with requested tasks.
- Ensure adherence to security measures and regulatory requirements.
4. Monitoring & Incident Management
- Use monitoring tools to detect and prevent IT system failures.
- Track analyze and resolve batch job scheduling issues.
- Maintain incident tracking documentation and follow up on reported problems using Service Now or equivalent tools.
Information Complexity & DecisionMaking
- Analyze and integrate ITrelated information to design effective solutions.
- Critically assess and draw conclusions from available data to improve processes.
- Develop a broad practical knowledge of IT infrastructure applications and documentation.
Requirements
Technical Skills Required
Operating Systems & Cloud
- Windows (Server Workstation O365) & Azure Cloud basics
- Linux / Solaris
Virtualization & Networking
- VMware & VCS
- Networks / Firewall / BigIP (Cisco Nexus Palo Alto F5 etc.)
Storage & Backup Management
- SAN/Storage Solutions:
- IBM Storwize (V7000 V5000)
- IBM Flash (FS900 FS9200)
- IBM SVC (Spectrum Virtualize)
- Brocade DCX SAN Switch
- Backup Solutions:
- Veritas NetBackup
- 5330 Veritas Appliances
- Oracle SL4000 Libraries (T10K and LTO8 magnetic cassette readers)
Security & Automation
- Security (certificates PKI etc.)
- CAAutosys (Batch job scheduling via Workload Management Console WLM)
Monitoring & Incident Tracking
- Monitoring Tools:
- MonitorNow (System Integrator)
- JAWS (Batch job monitoring)
- Nagios Icinga etc.
- ITIL Process (Fundamentals)
- Familiarity with ServiceNow (or equivalent task/incident tracking tools)
Soft Skills Required
- Strong team player with a collaborative mindset.
- Willingness to learn and engage in interteam cooperation.
- Detailoriented with the ability to track and prioritize tasks effectively.
Preferred Experience & Qualifications
- No specific certifications required.
- Experience in largescale IT environments with strict regulatory requirements is highly preferred.
Employment Type
Full Time
