Job Summary

 The ITSD L2 Engineer is responsible for providing advanced technical support for incidents, service requests, and operational issues escalated from L1 support. The role focuses on troubleshooting, root cause identification, incident resolution, service restoration, and ensuring adherence to SLA commitments while delivering a high-quality end-user experience. The L2 Engineer works closely with infrastructure, applications, security, and vendor teams to resolve complex technical issues and drive continuous service improvements.

Key Responsibilities

Provide Level 2 technical support for end-user, infrastructure, network, application, and workplace technology issues. Investigate, diagnose, and resolve incidents within agreed SLA targets. Manage service requests, access requests, and escalated tickets through ITSM platforms (e.g., ServiceNow). Perform root cause analysis and support problem management activities. Coordinate with L3 teams, vendors, and business stakeholders for issue resolution. Create and maintain knowledge articles, SOPs, and technical documentation. Support change management activities and validate implementation success. Monitor ticket queues, prioritize critical issues, and proactively prevent SLA breaches. Contribute to automation, process improvements, and service optimization initiatives. Participate in major incident management, outage communications, and post-incident reviews. Generate operational reports and provide trend analysis for service improvement

Skill Requirements

Strong understanding of ITIL processes (Incident, Problem, Change, and Request Management). Hands-on experience with ITSM tools such as ServiceNow. Knowledge of Windows, Microsoft 365, Active Directory, Networking, VPN, Citrix, and endpoint management tools. Strong troubleshooting, analytical, and customer-service skills. Ability to work in a 24x7 support environment and manage critical escalations effectively. 

Other Requirements

N/A