Desktop Support Engineer (L2)
Job Description
Key Responsibilities
Incident & Application Support
L2 Technical Support: Provide dependable second-line (L2) technical support for production and staging environments, successfully handling escalations from the L1 Support team.
Issue Investigation: Actively investigate application errors, system alerts, performance degradation, and complex integration issues to identify root causes.
SLA Management: Efficiently restore services within agreed SLA/OLA timelines and ensure proper, well-documented incident closure.
Collaboration & Escalation
Cross-Functional Teamwork: Partner closely with L3 engineers, DevOps teams, and external vendors to troubleshoot and resolve intricate technical problems.
Escalation Management: Provide detailed technical findings, system logs, and diagnostic evidence when escalating unresolved issues to higher-tier engineering groups.
Operational Alignment: Participate in incident bridges, post-incident reviews, and operational alignment meetings to improve overall system reliability.
Operational Excellence & Maintenance
Proactive Monitoring: Monitor system health, automated alerts, performance dashboards, and logs to detect and mitigate potential issues before they impact users.
System Maintenance: Safely execute authorized configuration changes, apply software patches, and implement operational hotfixes.
Deployment Support: Assist with system deployments, scheduled releases, and routine maintenance activities as needed.
Automation & Documentation
Efficiency Optimization: Contribute to automating repetitive operational tasks, system monitoring, and alerting workflows to boost efficiency.
Process Enhancement: Review and refine existing runbooks, Standard Operating Procedures (SOPs), and operational workflows to identify and bridge gaps.
Knowledge Management: Create, maintain, and update runbooks, troubleshooting guides, and knowledge base articles to ensure team readiness.
Requirements (What We Are Looking For)
Proven experience as an L2 Application Support Engineer or in a similar production support role.
Experience supporting web applications, cloud-native systems, or government/public-sector digital services is highly advantageous.
Familiarity with application performance monitoring (APM) tools, log analysis, and system alerting mechanisms.
Strong troubleshooting skills with a methodical approach to resolving application errors and performance degradation.
Ability to work effectively in an Agile environment alongside cross-functional teams (L3, DevOps, Vendors).
Excellent documentation skills for creating runbooks, SOPs, and logging incident resolutions clearly.