We are looking for a Level 2 (L2) Helpdesk Support Engineer to support and maintain production systems. You will handle escalated incidents, troubleshoot complex issues, and work closely with engineering teams to ensure system stability and performance.

Key Responsibilities

• Provide L2 support for production and staging systems (escalations from L1)
• Investigate application errors, system alerts, and performance issues
• Restore services within SLA/OLA timelines
• Perform troubleshooting using logs, monitoring tools, and system metrics
• Conduct root cause analysis (RCA) and implement preventive actions
• Collaborate with L3, DevOps, and vendors on complex issues
• Monitor system health and proactively identify risks
• Support deployments, patches, and operational fixes
• Maintain runbooks, SOPs, and knowledge base documentation
• Ensure compliance with security and operational standards

Requirements

• Diploma/Degree in IT, Computer Science, or related field
• 3–5+ years of experience in application or systems support
• Experience supporting production or mission-critical systems

Technical Skills

• Monitoring & logging tools (e.g. CloudWatch, Grafana, ELK)
• Linux/Unix environments
• Basic cloud knowledge (AWS – ECS, Lambda, S3, RDS)
• Basic database knowledge (MySQL/PostgreSQL)
• Understanding of REST APIs and system integrations
• Familiarity with Jira, PagerDuty, or similar tools

Nice to Have

• Experience with microservices or cloud-native systems
• Basic scripting (Bash/Python)
• Exposure to enterprise or regulated environments

Key Traits

• Strong troubleshooting and analytical skills
• Calm under pressure in production environments
• Proactive with strong ownership mindset
• Good communication and teamwork skills