Systems Support Engineer (Level 2)

Job Description

Monitor and Manage IT infrastructure - Actively monitor and analyse infrastructure to identify potential issues before they impact business operations. Analyze alerts, investigate root causes, and escalate when necessary. Handle escalations from Junior Engineers and provide technical guidance to resolve complex issues. Incident and service management - Work with ITIL-based ITSM tools to manage alerts, incidents, service requests, change management, and problem resolution efficiently. Active Directory and Windows Server management Maintain Active Directory, Windows Servers, and associated services. Ensure proper configuration, patching, and security compliance to minimize vulnerabilities and risks. Security and network administration Oversee endpoint security solutions, perform network administration and patch management to maintain a secure IT environment along with the Security and Network engineers. Regularly review security policies and implement necessary updates to mitigate threats. Infrastructure management Work closely with the infrastructure teams to manage on-prem and cloud services with a focus on optimizing and improving resource visibility, automate alerting, and enhance system performance. Documentation Reporting and knowledge sharing Maintain reporting, knowledge database, and technical documentation to ensure process continuity, troubleshooting efficiency, and knowledge sharing across teams. Required Skills: Good verbal/written English communication Experience in supporting overseas customers Strong attention to detail and accuracy Experience in infrastructure monitoring (Icinga2, Nagios, AWS CloudWatch). Strong Windows Server & Active Directory administration Knowledge of patching, security policies, and compliance Hands-on experience with antivirus, VPNs, and router management Familiarity with Cloud Infrastructure platforms and Linux Operating Systems Understanding of networks and their configuration Desired Skills: Powershell Scripting and Automation Database Monitoring Experience with ITSM tools and a strong understanding of relevant concepts Strong reporting, documentation, and communication skills Ability to troubleshoot technical issues