L2 Technical Support Engineer

L2 Technical Support Engineer is responsible for ensuring the run of the applications at the highest quality and availability. Proactive monitoring and providing in-depth troubleshooting and solutions to customer complaints as well as service-caused problems are key purposes of this role. Post mortem analysis reports should be prepared after major problems including the history of the event, measures taken, and what the future actions will be. The main responsibilities include guiding through impacting service incidents, owning the investigation, diagnosis, identifying root causes, and taking actions to permanently fix the problems. The role also involves capacity management of the core and broadband networks to keep customer performance at the highest level with a proactive approach. The engineer will analyze L2 support requests from individual business units, take action to resolve issues, and/or escalate them to relevant teams. Proactive monitoring of the platform is essential to ensure it is up and running 24/7. The engineer will monitor service components using tools such as Dynatrace, keep services at the highest quality and availability, troubleshoot customer complaints, and create defects/bugs to L3 by creating Jira tickets and regularly monitoring their status.

Knowledge/experience with Javascript or Java programming language; Practical experience with databases, database queries: SQL, Oracle PLSQL, Oracle DB, Postgres; Practical experience dealing with network issues; Practical experience with Linux; Knowledge on Software Development Life Cycle (SDLC); Knowledge on working with Ticketing environments (Jira, service desk); Knowledge on working with application monitoring tools (Dynatrace, AppDynamics); Strong problem-solving skills with good communication; Ability to work under pressure with high sense of urgency; Ability to work in flexible hours; Good level of English.