Job Description

Position:

L2 Support Specialist

Reports to:

L2 Support Team Lead

Hours:

40 and occasional overtime - flexible working

Location:

Will be required to come into North London office during training, but flexible working depending on shift pattern

Salary:

30 - 40,000 + eligibility for performance bonus

Start date:

ASAP

Purpose of the role:

L2 Technical Support Engineer is responsible of ensuring the run of the applications at highest quality and availability. Proactive monitoring and providing in-depth troubleshooting and solution to the customer complaints as well as the service caused problems are key purposes of this role. Post mortem analysis reports should be prepared after major problems, including the history of the event, measures taken and what the future actions will be.

Main Responsibilities:

Responsible for guiding through impacting service incidents, owning the investigation, diagnosis, identifying of root cause and take actions to permanently fix the problems

Capacity management of the core and broadband networks to keep the customer performance at the highest level with a proactive approach

Analyze L2 support requests from individual business units, take action to resolve the issue and/or escalate them to relevant teams

Proactively monitor the platform, interpret the information, and take action accordingly to ensure the platform is up and running 24/7 (within the shifts)

Monitor the service components using monitoring tools such as Dynatrace

Monitor maintenance announcements of platform providers and inform related team



Work in shifts to ensure the platform is up and running

24/7, based on shift

rotations defined and participate in planned activities

Keep the services up at highest quality and availability

Troubleshoot and provide permanent or workaround solutions to customer complaints in timely manner

Identify, prioritize, escalate issues (when required) to the appropriate teams

Create the defects / bugs to L3 by creating Jira tickets and regularly monitor their status

Base Requirement:

The candidate must have right to work in UK. .

Required skills:

Candidates must have at least one of the following skills, (each additional skill is a plus)

Knowledge/experience with Javascript or Java programming language;

Some experience/knowledge about databases, database queries: SQL, Oracle PLSQL, Oracle DB, PostgreSQL;

Practical experience dealing with network issues;

Practical experience with Linux

Knowledge on Software Development Life Cycle (SDLC) is a plus

Knowledge on working with Ticketing environments (Jira, service desk) is a plus

Knowledge on working with application monitoring tools (Dynatrace, AppDynamics) is a plus

Strong problem-solving skills with good communication

Ability to work under pressure with high sense of urgency

Ability to work in flexible hours

Good level of English

Job Types: Full-time, Permanent

Pay: 30,000.00-40,000.00 per year

Ability to commute/relocate:

London N11 1GN: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in London N11 1GN