L2 Support Engineer

Job Detail

The L2 Support is responsible of ensuring the run of the applications in her/his perimeter. You will work on requests, changes and incidents based on clients’ tickets, using the documentation and procedures put in place in his business unit. You are expected to work on on-call support out of business hours, based on rotations defined within the team as well as to participate in planned activities during few weekends. Performing all run activities in respect of the processes, ensuring: – SLA and priorities are respected – Appropriate reaction, in line with the severity of an incident or escalation. – ITIL Processes are duly followed (Change, Incident, Problem management). – Troubleshooting is performed, and a full root cause analysis is performed to understand the origin of an issue. Handling escalation on actions from Level 1 (incident, request, change) – Escalates to your Service Manager when needed – Collaborate between various teams"