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L2 Support Engineer
$ 5,000 - $ 6,400 / month
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Job Description
- Provides day-to-day application support for reported production issues and resolve within the stipulated Service Level Agreement (SLA) as per classified severity; not limiting to the following:
- Knowing and understanding the issue, - Investigate and perform analysis to determine root cause(s),
- Provide corrective and preventive solution,
- If required, escalate case to L3 or technical support for further investigations, - Ensure successful and timely completion of application batch jobs,
- Propose improvements to address recurring issues and - Close monitoring gaps.
- Support implementation of changes in accordance with the standard operation procedures to ensure smooth rollouts / deployments,
- Identify opportunities for automation to minimize manual task and
- Provides after office hours standby duty support where allowances, off-in-lieu or equivalent will be given as per required:
- One week of standby duty for every one to two months,
- Ad-hoc activation to be onsite for urgent production issues and - There may also be occasions whereby support duties are required outside of working hours / public holidays for a short-term basis upon clients’ requests.
Requirements
- Minimum Diploma in IT related discipline - 1 year or more working experience in IT industry
- Minimum of 3 years of relevant experience in a similar job role
- Strong problem investigation and solving skills,
- Has an analytical mindset and able to understand business and functional concepts
- Proactive and self-driven and able to work under pressure with a high sense of urgency,
- Basic knowledge of Java programming and has some hands-on coding experience,
- Possess SQL knowledge and able to construct basic SQL queries
- Able to understand and grasp concepts of users’ interfaces, client-server environment, web technology, operating systems (Unix & Windows), database and middleware
- Ability to work effectively both independently & within a team
- Good communication skills for interaction with both internal and external stakeholders of all levels (Internal teams, clients, external / other 3rd party vendors and management)
- Experience with writing scripts for automation will be an advantage and
- Experience working with IT ticketing systems will be an advantage.