L2 Support Engineer
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Relevant Expertise:
Undergraduate Degree or Technical Certificate.
ITIL
3-5 years relevant experience.
Continuously enhancing knowledge/expertise in business services applications infrastructure analytical tools and techniques that can contribute to effective solution development/delivery.
Keep current with industry and/or business trends.
Comfort level working with vendors.
Readiness to support installation configuration upgrade of business applications/systems in co-ordination with appropriate stakeholders if required.
Ability to work on low to moderately complex tasks under management guidance and supervision.
Experience managing production incidents to ensure they are resolved in a timely manner.
Good to have Host Mainframe experience (IBM AS400)
Good to have or can learn : Experience utilizing tools such as Splunk DataDog and DynaTrace to investigate issues.
Experience with Linux Windows and cloud platforms
Roles & Responsibilities
Shared L2 Responsibility
o Daily Health Checks
o Monitoring of Service Now Queues
o Monitor incoming emails
o Perform Trend Analysis and ensure incidents are assigned to the appropriate problem record.
o Incident Communication
o P3/P4 Triage Participation
o Create and monitor problems.
o Send out technical comms
o Tweak tivoli and splunk alerting thresholds
o Meet all SLAs for P3 comm timings and outage record completion.
o Beginning and end of shift handover.
o Assist in actioning change tasks.
o Perform data quality reviews via internal processes Police reports and TLEI spikes.
o Knowledge sharing with the greater team.
o 2-3 years of relevant working experience.
o Other various tasks
Level Specific Responsibility
o Work on Alert and Dashboard creation
o Assist with onboarding new applications.
o Participate in projects
o Can triage P3 incidents with minimal assistance.
o Can Run P3 calls with minimal assistance.
o P1/P2 triage
o Be part of the OnCall rotation.
o Host L2/L3 specific meeting to discuss ongoing incidents issues and problems.
o Create and maintain internal documentation via confluence and OneNote.
o Work with L3 to ensure ASP documentation is up to date.
o Assist in training new hires.
o Review all incoming changes the week prior to oncall and documents then on confluence and outlook. On ADABT and CTSS this role is referred to as CQM.
o 3-5 years of relevant work experience.
Undergraduate Degree or Technical Certificate.
ITIL
3-5 years relevant experience.
Continuously enhancing knowledge/expertise in business services applications infrastructure analytical tools and techniques that can contribute to effective solution development/delivery.
Keep current with industry and/or business trends.
Comfort level working with vendors.
Readiness to support installation configuration upgrade of business applications/systems in co-ordination with appropriate stakeholders if required.
Ability to work on low to moderately complex tasks under management guidance and supervision.
Experience managing production incidents to ensure they are resolved in a timely manner.
Good to have Host Mainframe experience (IBM AS400)
Good to have or can learn : Experience utilizing tools such as Splunk DataDog and DynaTrace to investigate issues.
Experience with Linux Windows and cloud platforms
Roles & Responsibilities
Shared L2 Responsibility
o Daily Health Checks
o Monitoring of Service Now Queues
o Monitor incoming emails
o Perform Trend Analysis and ensure incidents are assigned to the appropriate problem record.
o Incident Communication
o P3/P4 Triage Participation
o Create and monitor problems.
o Send out technical comms
o Tweak tivoli and splunk alerting thresholds
o Meet all SLAs for P3 comm timings and outage record completion.
o Beginning and end of shift handover.
o Assist in actioning change tasks.
o Perform data quality reviews via internal processes Police reports and TLEI spikes.
o Knowledge sharing with the greater team.
o 2-3 years of relevant working experience.
o Other various tasks
Level Specific Responsibility
o Work on Alert and Dashboard creation
o Assist with onboarding new applications.
o Participate in projects
o Can triage P3 incidents with minimal assistance.
o Can Run P3 calls with minimal assistance.
o P1/P2 triage
o Be part of the OnCall rotation.
o Host L2/L3 specific meeting to discuss ongoing incidents issues and problems.
o Create and maintain internal documentation via confluence and OneNote.
o Work with L3 to ensure ASP documentation is up to date.
o Assist in training new hires.
o Review all incoming changes the week prior to oncall and documents then on confluence and outlook. On ADABT and CTSS this role is referred to as CQM.
o 3-5 years of relevant work experience.
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
