L2 Support Engineer

Introduction: We are seeking an experienced L2 Support Engineer to join our dynamic technical support team. This role will focus on providing advanced troubleshooting and support for the Total View, Middleware, Launcher App, and Operator Mitra App. The ideal candidate will have strong experience in system integration, application support, and the ability to diagnose and resolve technical issues in a timely and effective manner.

Key Responsibilities:

• Application Support:
• Provide second-line support for the Total View, Middleware, Launcher App, and Operator Mitra App, assisting end-users with technical issues and ensuring that any incidents are resolved within agreed SLA timelines.
• Troubleshoot and resolve complex application issues, working closely with the development team to identify root causes and suggest solutions.
• Handle incoming escalations from L1 Support Engineers and ensure a smooth handover of issues that require advanced knowledge or expertise.
• Incident Management & Troubleshooting:
• Act as the escalation point for critical or unresolved issues and provide efficient solutions by analyzing logs, conducting system checks, and debugging.
• Manage, track, and close incidents via the support ticketing system, ensuring accurate documentation of troubleshooting steps and resolutions.
• Collaborate with cross-functional teams to resolve incidents related to the middleware and integrated systems, ensuring minimal downtime.
• Maintenance & System Monitoring:
• Perform regular health checks, monitor system performance, and proactively identify potential issues that could impact system stability.
• Coordinate with internal teams to apply necessary patches, upgrades, and configuration changes to ensure systems remain secure and functional.
• Knowledge Sharing & Documentation:
• Develop and maintain knowledge base articles, technical documentation, and troubleshooting guides to enhance team efficiency and improve first-time resolution rates.
• Share knowledge with junior support staff, ensuring they are equipped to handle common issues independently.
• Client Communication:
• Liaise with end-users, internal teams, and external stakeholders to provide status updates on incident resolution and project progress.
• Communicate technical details clearly and effectively to non-technical users to ensure they understand the situation and resolutions.
• Continuous Improvement:
• Identify areas for improvement in support processes, tools, and documentation to enhance the team's efficiency and effectiveness.