L2 Technical Support Engineer

L2 Support Specialist is responsible of ensuring the run of the applications at highest quality and availability. Proactive monitoring and providing in-depth troubleshooting and solution to the customer complaints as well as the service caused problems are key purposes of this role.

L2 Support Specialist is responsible of ensuring the run of the applications at highest quality and availability. Proactive monitoring and providing in-depth troubleshooting and solution to the customer complaints as well as the service caused problems are key purposes of this role.

Requirements

• Good level of English
• Must have at least one of the following skills, willing and eager to learn the rest of them:
• Java, SQL, Oracle PLSQL, Oracle DB, Postgres, Network, Linux Systems,
• Experience with the following is a plus:
• Event Driven Architecture, RabbitMQ, Dynatrace
• Knowledge on Java applications (Oracle, PostgreSQL integrations, log monitoring, etc.)
• Knowledge on Software Development Life Cycle (SDLC)
• Knowledge on writing scripts for automation purposes
• Knowledge on working with Ticketing environments (Jira, service desk)
• Knowledge on working with application monitoring tools (Dynatrace, AppDynamics)
• Knowledge on SQL queries (Oracle, PostgreSQL)
• Knowledge on Linux operating system
• Preferred: Well-rounded experience with multiple operating systems, Web technologies, and test environments
• Strong problem-solving skills with good communication
• Ability to work under pressure with high sense of urgency
• Ability to work in flexible hours
• Good level of English
• Must have at least one of the following skills, willing and eager to learn the rest of them:
• Java, SQL, Oracle PLSQL, Oracle DB, Postgres, Network, Linux Systems,
• Experience with the following is a plus:
• Event Driven Architecture, RabbitMQ, Dynatrace
• Knowledge on Java applications (Oracle, PostgreSQL integrations, log monitoring, etc.)
• Knowledge on Software Development Life Cycle (SDLC)
• Knowledge on writing scripts for automation purposes
• Knowledge on working with Ticketing environments (Jira, service desk)
• Knowledge on working with application monitoring tools (Dynatrace, AppDynamics)
• Knowledge on SQL queries (Oracle, PostgreSQL)
• Knowledge on Linux operating system
• Preferred: Well-rounded experience with multiple operating systems, Web technologies, and test environments
• Strong problem-solving skills with good communication
• Ability to work under pressure with high sense of urgency
• Ability to work in flexible hours

Responsibilities

• Responsible for guiding through impacting service incidents, owning the investigation, diagnosis, identifying of root cause and take actions to permanently fix the problems
• Capacity management of the core and broadband networks to keep the customer performance at the highest level with a proactive approach
• Analyze L2 support requests from individual business units, take action to resolve the issue and/or escalate them to relevant teams
• Proactively monitor the platform, interpret the information, and take action accordingly to ensure the platform is up and running 24/7 (within the shifts)
• Monitor the service components using monitoring tools such as Dynatrace
• Monitor maintenance announcements of platform providers and inform related teams
• Work in shifts to ensure the platform is up and running 24/7, based on shift rotations defined and participate in planned activities
• Keep the services up at highest quality and availability
• Troubleshoot and provide permanent or workaround solutions to customer complaints in timely manner
• Identify, prioritize, escalate issues (when required) to the appropriate teams
• Create the defects / bugs to L3 by creating Jira tickets and regularly monitor their status
• Responsible for guiding through impacting service incidents, owning the investigation, diagnosis, identifying of root cause and take actions to permanently fix the problems
• Capacity management of the core and broadband networks to keep the customer performance at the highest level with a proactive approach
• Analyze L2 support requests from individual business units, take action to resolve the issue and/or escalate them to relevant teams
• Proactively monitor the platform, interpret the information, and take action accordingly to ensure the platform is up and running 24/7 (within the shifts)
• Monitor the service components using monitoring tools such as Dynatrace
• Monitor maintenance announcements of platform providers and inform related teams
• Work in shifts to ensure the platform is up and running 24/7, based on shift rotations defined and participate in planned activities
• Keep the services up at highest quality and availability
• Troubleshoot and provide permanent or workaround solutions to customer complaints in timely manner
• Identify, prioritize, escalate issues (when required) to the appropriate teams
• Create the defects / bugs to L3 by creating Jira tickets and regularly monitor their status