Helpdesk Application Support Engineer L2

Responsibilities

Incident & Application Support

● Provide second-line (L2) support for production and staging systems, handling

escalations from L1 Support.

● Investigate application errors, system alerts, performance degradation, and

integration issues.

● Restore services within agreed SLA/OLA timelines and ensure proper incident

closure.

Troubleshooting & Root Cause Analysis

● Perform in-depth troubleshooting using logs, metrics, and monitoring tools.

● Conduct root cause analysis (RCA) for recurring or high-impact incidents.

● Propose and implement corrective and preventive actions to reduce incident

recurrence.

Collaboration & Escalation

● Work closely with L3 engineers, DevOps, and vendors to resolve complex technical

issues.

● Provide clear technical findings, logs, and evidence when escalating issues.

● Participate in incident bridges, post-incident reviews, and operational discussions.

Operational Excellence

● Monitor system health, alerts, dashboards, and logs to proactively identify issues.

● Execute approved configuration changes, patches, and operational fixes.

● Support deployment, release, and maintenance activities when required.

Automation & Continuous Improvement

● Contribute to automation of operational tasks, monitoring, and alerting where

applicable.

● Identify gaps in runbooks, SOPs, and operational processes and drive improvements.

Documentation

● Maintain and update runbooks, troubleshooting guides, and knowledge base

articles.

● Document incident resolutions and operational procedures clearly and accurately.

Security & Compliance

● Adhere to security, access control, and compliance requirements.

● Handle sensitive information in logs, tickets, and systems appropriately.

● Support audits, vulnerability remediation, and compliance checks when required.

Key Experiences and Qualifications We Seek

Educational Background:

● Diploma or higher in Computer Science, Information Technology, or a related field.

Professional Experience:

● 3–5+ years of relevant experience in application support, systems support, or

operations roles.

● Experience supporting production systems in a high-availability or mission-critical

environment.

Technical Expertise:

● Strong hands-on experience with:

○ Application log analysis and monitoring tools (e.g. AWS CloudWatch, Grafana,

ELK, Google Analytics, etc)

○ Linux/Unix environments

● Working knowledge of cloud platforms (e.g. AWS services such as ECS, Lambda, S3,

RDS).

● Basic database knowledge (MySQL, PostgreSQL) for health checks and simple

queries.

● Basic knowledge on REST APIs, system integrations and authentication design

● Understanding of incident, problem, and change management processes.

Problem-Solving Skills:

● Strong analytical and troubleshooting skills.

● Ability to break down complex incidents into clear, actionable steps.

● Calm and methodical approach when handling production issues under pressure.

Operational Practices:

● Familiarity with ticketing and incident management tools (e.g. Jira, PagerDuty).

● Experience working with runbooks, SOPs, and on-call support rotations (if

applicable).

Additional Skills (Bonus Points):

● Experience supporting cloud-native or microservices-based systems.

● Basic scripting skills (e.g. Bash, Python) for automation.

● Experience working in government, regulated, or large-scale enterprise

environments.

● Knowledge of disaster recovery and business continuity planning.

Pay: $4,500.00 - $5,500.00 per month

Work Location: In person