M03 - Helpdesk Support Engineer

Responsibilities

Application Support & Incident Management

• Provide Level 2 (L2) support for production and staging environments, handling escalations from L1 support teams.
• Investigate and resolve application errors, system alerts, performance issues, and integration failures.
• Restore services within agreed SLA and OLA targets and ensure proper incident closure.
• Participate in incident response, troubleshooting, and post-incident reviews.

Troubleshooting & Root Cause Analysis

• Perform in-depth troubleshooting using logs, monitoring tools, and system metrics.
• Conduct root cause analysis (RCA) for recurring and high-impact incidents.
• Implement corrective and preventive measures to improve system stability and reduce incident recurrence.

Collaboration & Operations

• Work closely with L3 engineers, DevOps teams, infrastructure teams, and vendors to resolve complex issues.
• Provide detailed technical findings and evidence during escalations.
• Monitor system health, dashboards, logs, and alerts proactively.
• Support deployments, releases, maintenance activities, and operational changes.

Automation & Documentation

• Contribute to automation initiatives for operational tasks, monitoring, and alerting.
• Improve runbooks, SOPs, knowledge bases, and operational processes.
• Maintain clear documentation of incident resolutions, troubleshooting procedures, and support guides.

Security & Compliance

• Adhere to security, compliance, and access control requirements.
• Support vulnerability remediation, audits, and compliance activities.
• Handle sensitive system and operational data appropriately.

Requirements

• Diploma or Degree in Computer Science, Information Technology, or a related discipline.
• 3–5+ years of experience in Application Support, System Support, Production Operations, or related roles.
• Experience supporting high-availability or mission-critical systems.
• Experience with monitoring and log analysis tools such as AWS CloudWatch, Grafana, ELK, and Google Analytics.
• Strong knowledge of Linux/Unix environments.
• Working knowledge of AWS services such as ECS, Lambda, S3, and RDS.
• Basic database skills in MySQL and PostgreSQL.
• Understanding of REST APIs, system integrations, and authentication mechanisms.
• Familiarity with Incident, Problem, and Change Management processes.
• Experience with Jira, PagerDuty, or similar ticketing and incident management tools.

Preferred Skills

• Experience supporting cloud-native or microservices-based applications.
• Scripting skills using Bash or Python.
• Experience in government, regulated, or large enterprise environments.
• Knowledge of disaster recovery and business continuity planning.

Key Competencies

• Strong analytical and troubleshooting skills.
• Ability to perform under pressure in production environments.
• Strong ownership, accountability, and attention to detail.
• Proactive mindset with a focus on continuous improvement.
• Excellent verbal and written communication skills.
• Collaborative team player with a willingness to learn and share knowledge.