AES - DE - Agile - JIRA Admin

Job Summary:

We are seeking a skilled and motivated L2 Support Engineer to join our IT team. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and the ability to work independently as well as part of a team. The L2 Support Engineer will be responsible for providing second-level support for various IT issues, ensuring timely resolution of incidents, and maintaining high levels of customer satisfaction.

 

Key Responsibilities:

Incident Management: Respond to and resolve incidents and service requests in a timely manner, ensuring adherence to SLAs.

Technical Support: Provide second-level support for software and network issues, escalating complex problems to L3 support or relevant teams when necessary.

Troubleshooting: Diagnose and troubleshoot technical issues, to identify root causes and implement effective solutions.

Documentation: 
a.) Maintain detailed documentation of incidents, service requests, and resolutions in the ticketing system.
b.) Confluence page creation for different applications

Collaboration: Work closely with L1 support, L3 support, and other IT teams to coordinate efforts and ensure seamless service delivery.

Monitoring: Monitor system performance and network health, proactively identifying potential issues and addressing them before they impact users.

Customer Service: Provide excellent customer service, maintaining a professional and positive attitude when dealing with end-users and stakeholders.

Knowledge Sharing: Contribute to the development and maintenance of the internal knowledge base by documenting known issues and solutions in Confluence pages.

 Technical Skills:

ServiceNow and JIRA
AWS (ECS, Cloudwatch, Lambda,DynamoDB,Route53,SQS,SNS,S3 bucket)
Cloudflare & Basic web security
Confluence 

Monitoring Tools: Dynatrace, Quantum matrics
Sitecore
Github

DNS knowledge
Serverless microServices based application knowledge
Windows server knowledge

 

Soft Skills:
Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Strong organizational skills and attention to detail.
Customer-oriented mindset with a focus on providing exceptional service.

Additional Information:
Work Hours: UK shift

Being part of the afterhours support ROTA