M02 - Helpdesk Support Engineer

Overview

We are seeking a capable and motivated Level 2 (L2) Application Support Engineer to ensure the stability, reliability, and performance of production systems. You will investigate incidents, resolve complex technical issues, and collaborate with engineering, DevOps, and infrastructure teams to maintain operational excellence.

This role is ideal for individuals who value service reliability, automation, and continuous improvement in mission-critical environments.

Key Responsibilities

Incident & Application Support

• Provide second-line (L2) support for production and staging systems.
• Handle escalations from L1 support teams.
• Investigate application errors, alerts, performance issues, and integration failures.
• Restore services within SLA/OLA timelines and ensure proper incident closure.

Troubleshooting & Root Cause Analysis

• Perform deep troubleshooting using logs, metrics, and monitoring tools.
• Conduct root cause analysis (RCA) for recurring or high-impact incidents.
• Implement preventive measures to reduce incident recurrence.

Collaboration & Escalation

• Work closely with L3 engineers, DevOps teams, and vendors to resolve issues.
• Provide clear technical findings and supporting evidence during escalations.
• Participate in incident bridges, post-incident reviews, and operational discussions.

Operational Excellence

• Monitor system health, dashboards, and alerts proactively.
• Execute approved configuration changes, patches, and operational fixes.
• Support deployments, releases, and maintenance activities.

Automation & Continuous Improvement

• Automate operational tasks, monitoring, and alerting where possible.
• Improve runbooks, SOPs, and operational workflows.

Documentation

• Maintain runbooks, troubleshooting guides, and knowledge base articles.
• Document incident resolutions and operational procedures clearly.

Security & Compliance

• Adhere to security and compliance requirements.
• Handle sensitive system and log data appropriately.
• Support audits, vulnerability remediation, and compliance checks.

Required Qualifications

• Diploma or higher in Computer Science, Information Technology, or a related field.
• 3–5+ years of experience in application support, system support, or operations roles.
• Experience supporting production systems in high-availability or mission-critical environments.
• Experience with log analysis & monitoring tools (e.g., CloudWatch, Grafana, ELK).
• Strong working knowledge of Linux/Unix environments.
• Working knowledge of AWS services (ECS, Lambda, S3, RDS).
• Basic database knowledge (MySQL, PostgreSQL) for health checks and queries.
• Understanding of REST APIs, integrations, and authentication mechanisms.
• Familiarity with incident, problem, and change management processes.
• Experience with ticketing tools (e.g., Jira, PagerDuty).
• Familiarity with runbooks, SOPs, and on-call support environments.

Preferred / Bonus Skills

• Experience supporting cloud-native or microservices architectures.
• Basic scripting skills (Bash, Python) for automation.
• Experience in government, regulated, or large-scale enterprise environments.
• Knowledge of disaster recovery and business continuity planning.