Desktop Support Engineer (L2)

Key Responsibilities

Incident & Application Support

• L2 Technical Support: Provide dependable second-line (L2) technical support for production and staging environments, successfully handling escalations from the L1 Support team.
• Issue Investigation: Actively investigate application errors, system alerts, performance degradation, and complex integration issues to identify root causes.
• SLA Management: Efficiently restore services within agreed SLA/OLA timelines and ensure proper, well-documented incident closure.

Collaboration & Escalation

• Cross-Functional Teamwork: Partner closely with L3 engineers, DevOps teams, and external vendors to troubleshoot and resolve intricate technical problems.
• Escalation Management: Provide detailed technical findings, system logs, and diagnosti...