L2 Support Engineer

SGS_JOB_1095

Information Technology
 Massachusetts
IoT
Cloud PaaS/IaaS
Azure
AWS
Dynatrace
GitHub
Automation
Jira
ServiceNow
ITIL

Contract - 06 Months + (Possibilities of Contract Extension)

We are seeking a highly skilled L2 Support Engineer to join our team in Andover, MA. The ideal candidate will have a strong background in IoT-based technology and Cloud PaaS/IaaS environments, with excellent troubleshooting skills and a client-driven approach. The L2 Support Engineer will be responsible for providing Level 2 support to business stakeholders on cloud-based platforms, technologies, and integrated systems as part of the EcoStruxure Platform Technology practice.

Job Responsibilities:

  • Understand how the digital solution in IoT enabled platform and integrated systems supporting the Business Process End-To-End
  • Support internal and external customers using our internal IoT platform
  • Take ownership of tickets and drive to quick and effective resolutions within defined Service Operation processes
  • Improve customer experience by reducing time to resolution for support cases
  • Participating in major incident troubleshooting up to resolution
  • Drive complex issues to closure by coordinating with development and other support teams
  • Work actively with team members to contribute towards production stability
  • Engage with Tech Leads on transition of developed IT solutions to be supported in Run mode
  • Communicate effectively with users, collaborate with stakeholders and colleagues across locations
  • Escalate issues and other topics to the right team when needed
  • Identify opportunities to solve recurring issues and work along with L3/Dev teams to deploy fixes
  • Document the knowledge base and share with team members
  • Contribute and promote Knowledge management in the organization
  • Improve existing documentation
  • Learn new Tools/Technologies as per business requirements

Skills:

  • IoT-based technology
  • Cloud PaaS/IaaS environments (Azure, AWS)
  • Familiarity with Dynatrace and GitHub
  • Competency in Automation
  • Experience using ticketing portals like Jira and ServiceNow
  • Familiarity with MS Office applications and the ITIL framework
  • Strong client-driven approach and service-oriented mindset
  • Versatile team members with good communication and collaboration skills
  • Excellent troubleshooting skills with a logical approach
  • Strong team player and individual contributor; autonomous and proactive in day-to-day activities
  • Adaptability to change work environments and technologies
  • Willingness to enhance skills and knowledge as required

Education/Experience:

  • Preferred Experience: Minimum of 3-4 years of experience with IoT-based technology and Cloud PaaS/IaaS environments (Azure, AWS

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