The L2 Core Systems Support Engineer restores service quickly, resolves incidents and requests within agreed SLAs, and reduces repeat issues through solid troubleshooting, documentation, and contribution to problem management. The role supports core infrastructure services (e.g., Windows/Linux servers, virtualization, identity and access, backups, monitoring) and collaborates closely with L1 Service Desk, L3 Experts, and external partners to maintain stability and enable continuous improvement. Complex or high-risk issues are escalated to L3 with straightforward evidence and recommended next steps.
As a聽L2 Core Systems Support Engineer, you:
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Resolve incidents escalated from L1 (servers, virtualization, identity, and core infrastructure) and execute standard service requests using approved procedures and runbooks.
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Perform structured troubleshooting, apply permanent fixes where possible, and provide high-quality documentation (timeline, logs, actions taken, workaround/fix).
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Handle identity/access-related requests within agreed policies (e.g., group membership, permissions) and follow security and approval requirements.
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Execute low-risk, pre-approved changes with validation and rollback readiness; perform post-change checks and operational handover.
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Monitor health and capacity, act on alerts, and participate in major incidents (bridge calls, updates, post-incident documentation).
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Escalate to L3 for unresolved incidents after defined steps, architectural/design decisions, non-standard changes, or high-risk production impact鈥攑roviding clear technical context and recommendations.
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Coordinate with vendors/hosting partners for hands-and-eyes tasks and follow up on tickets to closure; keep stakeholders informed.
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Support patching, updates, backups, and recovery activities; propose automation (e.g., PowerShell) and improvements to reduce repeat work.
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Maintain and improve knowledge articles/runbooks and share learnings with L1 to increase first-time resolution.