Position: L2 Technical Support Engineer
Company: Turnkey Lender
Category: Support
Experience required: no_exp
English level: intermediate

Main tasks and responsibilities performed by L2 Experts:

• Monitor and manage alarms and alerts based on priority. Track and report incidents status.
• Use monitoring tools to manage the alarms and alerts with prompt detection, classification, and resolution.
• Utilize standard procedures to promptly handle infrastructure alarms and alerts according to defined SLAs. 
• Define and implement health checks, alerts, and alarms through troubleshooting and monitoring tools.
• Mitigate interruptions to services using troubleshooting tools and techniques or escalating issues affecting IT infrastructure and or application layers.
• Monitor infrastructure performance and ensure reliable monitoring and reporting before and after each request, incident, update, or scheduled activity. 
• Provide 2nd level support to colleagues from other departments,• Transfer knowledge to colleagues and keep L2 documentation and procedures up to date.
• Participate in the update process of virtual network infrastructure, monitoring, and reporting solutions. 
• Improve continuously department processes and suggest new approaches with new tools for monitoring and reporting routines.

Competencies:

• Degree with major study in computer science, information systems, or another related field and one year experience.
• Experience developing and implementing service releases, activity plans, and analyzing IT processes in coordination with other experts.