Deliver L2 technical support for hardware, software, and network-related issues, ensuring timely resolution and minimal downtime.
Monitor critical systems for performance, availability, and reliability; proactively address alerts and system anomalies.
Act as the escalation point for L1 support teams, collaborating to troubleshoot and resolve more complex technical challenges.
Conduct routine system maintenance, including patch management, updates, and data backups.
Support the rollout and deployment of new technologies and infrastructure upgrades.
Maintain detailed documentation of configurations, troubleshooting procedures, and system changes.
Provide technical guidance and training to L1 support teams and assist end-users where necessary.
Participate in an on-call support rotation to provide 24/7 coverage for mission-critical systems.
Contribute to root cause analysis (RCA) for recurring incidents and implement preventive measures.

Minimum 3 years of experience in IT support roles, including at least 1 year in an L2 support function.
Proficient in Windows and Linux operating systems, with strong understanding of networking protocols such as TCP/IP, DNS, and DHCP.
Hands-on experience with virtualization tools like VMware and Hyper-V, as well as cloud platforms such as AWS and Azure.
Proficiency in scripting languages (e.g., PowerShell, Python) to support automation initiatives.
Familiarity with the ITIL framework and best practices in incident, change, and problem management.
Demonstrated ability in managing alerts and monitoring systems.
Strong analytical and problem-solving capabilities, especially under time constraints.
Excellent communication, collaboration, and interpersonal skills.

CUBE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

L2 Support Engineer

Key skills