L2 System Engineer

About the role

This L2 System Engineer position covers second-level support for Active Directory and Windows Update Services, including system recovery, change management and escalation to third-level support and vendors. The role also involves coordinating system development tasks such as design, integration and testing.

Key responsibilities

• Administer and provide technical support for Active Directory and Windows Update Services
• Manage and maintain Active Directory objects, DNS records and Group Policies, and handle requests for their creation and removal
• Assist the Support Engineer or Software Engineer in resolving problems beyond first-level support capability
• Perform system recovery and escalate unsolvable problems to third-level support, reporting escalations to the supervisor
• Ensure systems run according to contractual specifications after resolution and advise on performance monitoring and tuning
• Ensure approved patches and releases are deployed according to Change Requests and complete service requests within SLA timeframes
• Help customers verify, isolate or set up temporary work-arounds for issues beyond second-level support
• Escalate unresolved system problems and service requests to OEMs and vendors
• Coordinate system development tasks, including design, integration and formal testing, and oversee production transitions
• Develop actions covering technical and logistical requirements, and create and maintain technical and programmatic documentation
• Troubleshoot incidents and resolve them according to SLA

Required profile

• Degree or diploma in Computer Science, Computer Engineering or Mathematics; experience and certifications may be considered instead
• Minimum 3 to 5 years of IT experience
• Experience with virtual lab environments for testing and troubleshooting
• Ability to handle demanding service response and recovery turnaround, and to manage daily support tasks against strict SLAs
• Experience working with international technical teams on complex troubleshooting
• Good communication, organisation and analytical skills, with strong English (written and spoken)
• Meticulous, process-oriented, able to work under pressure and in a fast-paced environment

Required skills

• Active Directory, DNS, GPO, ADFS, Windows Server 2016-2022 (advantageous)
• Linux and Unix knowledge (advantageous)
• Cloud environment experience (advantageous)
• SQL, PowerShell and Python knowledge (advantageous)
• Microsoft and/or ITIL certification preferred