L2 Support Engineer

Title: L2 Support Engineer

Location: : Andover MA USA

Duration: 06 Months

Description

L2 Support Engineer, Hybrid 50/50 work onsite/remote schedule

Is in charge of providing a strong Level-2 support to business stakeholders on cloud-based platforms, technologies and integrated systems as part of EcoStruxure Platform Technology practice.

Duties and responsibilities

Understand how the digital solution in IOT enabled platform and integrated systems supporting the Business Process End-To-End

Support internal and external customer using our internal IoT platform.

Taking ownership of tickets and driving to quick effective resolutions within defined Service Operation processes.

Improve customer experience by reducing time to resolution for support cases.

Participate on major incident troubleshooting up to resolution.

Drive complex issues to closure by coordinating with development & other support teams.

Work actively with team members to contribute towards production stability.

Engage with Tech Leads on transition of developed IT solutions to be supported in Run mode.

Communicate effectively with users, collaborate with stakeholders and colleagues across locations.

Escalate issues and other topics to the right team when needed.

Identify opportunities to solve recurring issues & work along with L3/Dev teams to deploy fixes.

Document the knowledge base and share with team members.

Contribute and promote Knowledge management in the organization.

Improve existing documentation.

Learn new Tools/ Technologies as per business requirements.

Strong adherence towards process orientation and promote best practices in the team.

Qualifications

Minimum of 3-4 years of experience with IoT-based technology and Cloud PaaS/IaaS environments (Azure, AWS).

Familiarity with Dynatrace and GitHub is a plus.

Competency in Automation is advantageous.

Strong client-driven approach and service-oriented mindset.

Versatile team member with good communication and collaboration skills.

Excellent troubleshooting skills with a logical approach.

Experience using ticketing portals like Jira and ServiceNow.

Familiarity with MS Office applications and the ITIL framework.

Ability to work with various systems, platforms, operating systems, languages, tools, and technologies.

Strong team player and individual contributor; autonomous and proactive in day-to-day activities.

Adaptability to changing work environments and technologies.

Willingness to enhance skills and knowledge as required.