Core Job Objectives:

These technicians have more experience than L1 support technicians and manage incident/SR requests raised by the L1s or as agreed in documented SLA (Service Level Agreement) timelines. L2 technicians follow documented processes(Run-Book/KB which they can use for immediate resolutions). L2 engineers generally have 4 or more years of experience on a specific technology platform (e.g. Windows servers, IAM, CyberArk etc.). And key skillsets includes below

1. Implementation expertise with CyberArk PAM and AAM

2. IAM Lifecycle

3. Business Analyst role play with writing new user stories

4. ...