Senior L2 Support Engineer

PickMe
11 days ago
0 Applied
Expires on: Dec 18 2022

Ref.No 00001291

Description

The L2 Service Desk is a critical part of PickMe engineering. L2 is responsible for maintaining service quality by closely working with operations and product development teams.


We are looking for a dynamic individual with the right attitude to be part of our service excellence journey.

Requirements

  • 3+ Years of ITSM experience ( L1/L2/Help Desk/Technical Support/Deskside Support)
  • CS/IT/IS related qualification is required ( Degree/Higher Diploma)
  • Analytical and problem-solving skills should be a self starter with positive attitude
  • Excellent communication and stakeholder management skills
  • Ability to drill-down, identify causes and take preventive measures
  • Ability to follow the defined process and maintain the process documents
  • Hands on experience in Linux OS/MySQL
  • Hands on experience in Monitoring Tools and Scripting knowledge
  • Hands on experience in PAAS (AWS, GCP, Azure) and basic Networking knowledge
  • Ability to work independently and manage time effectively
  • Exposure to application development environment is prefered
  • Willing to learn new technologies and should be a fast learner
  • Willing to support outside working hours on need basis ( On critical incidents )
  • ITIL Foundation Certification will be a plus
Responsibilities
  • Manage Incidents/Problems/Threats as per the defined process within SLAs
  • Manages SRs reported by operations teams
  • Escalate incidents to L3 where necessary and follow up/update tickets
  • Perform RCA on production issues and update knowledge articles
  • Perform age and trend analysis of production issues and propose preventive measures
  • Manage Service Transitions to L2
Skills
Linux OS/MySQL
Monitoring
PAAS (AWS, GCP, Azure)
Analytical
problem-solving
Industry Sector