Graduate Trainee (L2)
Core
L2 support engineer responsible for incident resolution, triage, and recurring issue analysis to ensure client service delivery.
Role type
L2 support engineer (incident management)
Builds
Incident management workflows and client support services
Domain
IT Operations / Support Services
Deliverable
client delivery
Required skills
Oracle or Microsoft SQL Server, Windows batch scripting, L2 support processes, incident triage, client communication
Preferred skills
Maven, Gradle, Linux, ITIL framework
Technologies
Oracle, Microsoft SQL Server, Windows, Maven, Gradle, Linux
Responsibilities
Resolve incoming technical issues within expected capability, review incidents to identify trends and recurring issues, recommend changes to resolve recurring issues, triage and assign incidents based on technical understanding, ensure clear documentation of logged calls, execute agreed processes for implementing fixes, communicate incident status to clients and internal stakeholders, escalate resource conflicts or SLA risks.
Seniority
Graduate Trainee, rotational shift