About The Position
We are looking for a highly analytical, proactive, and technically skilled L2 Technical Support Engineer to join our client's technology team within the railway technology and signalling industry. The company develops and supports technology solutions used within the rail industry, including systems that contribute to the safe, reliable, and efficient operation of railway services. The role will support internally developed applications and technical systems that are important to day-to-day rail operations, including applications associated with operational processes, service coordination, scheduling, and the management of rail-related activities. The ideal candidate has a strong Level 2 Technical Support background, enjoys problem-solving, and is comfortable working independently in a structured, overnight support environment. You'll work across both Linux and Windows platforms while supporting cloud-hosted applications and collaborating with internal teams to maintain system reliability and operational excellence.
Requirements
- 3+ years of experience in a Level 2 Technical Support, Application Support, or Systems Support role.
- Strong experience supporting both Linux and Windows operating environments.
- Experience troubleshooting applications, infrastructure, and cloud-hosted environments.
- Solid understanding of software installation, deployment, and system maintenance.
- Working knowledge of Bash scripting for basic automation and troubleshooting.
- Experience using incident management platforms such as ServiceNow, ServiceDesk, ServiceHub, or similar IT Service Management (ITSM) tools.
- Strong analytical and problem-solving skills with the ability to perform structured technical investigations.
- Experience conducting root cause analysis (RCA) and preparing technical incident reports.
- Excellent written communication skills, with the ability to document technical findings clearly and accurately.
- Comfortable working independently with minimal supervision in a low-ticket, incident-focused support environment.
- Strong organisational skills with excellent attention to detail.
- Comfortable working overnight shifts and supporting business-critical systems outside standard business hours.
Nice To Haves
- Experience working within cloud-hosted infrastructure is highly regarded.
- A proactive mindset with a strong commitment to system stability, continuous improvement, and operational excellence.
Responsibilities
- Monitor internally developed applications and infrastructure for system health, availability, and performance.
- Monitor system alerts and proactively triage incidents based on severity and business impact.
- Respond to support requests primarily via email, with minimal phone-based support when required.
- Perform Level 2 application and infrastructure troubleshooting across Linux and Windows environments.
- Investigate technical issues, identify root causes, and implement or recommend appropriate resolutions.
- Escalate complex issues to relevant internal teams while providing detailed technical findings.
- Support software installations, updates, and application deployments.
- Assist with maintaining system configurations and ensuring operational readiness.
- Procure, configure, and issue replacement hardware and devices when required.
- Support cloud-hosted environments by assisting with system monitoring and operational maintenance.
- Utilize incident management platforms such as ServiceNow, ServiceDesk, ServiceHub, or similar tools to track, manage, and resolve incidents.
- Maintain accurate technical documentation, operational procedures, and support records.
- Prepare incident reports, post-incident reviews, and root cause analysis (RCA) documentation.
- Identify recurring issues and recommend improvements to reduce future incidents.
- Contribute to operational process improvements and knowledge base documentation.
- Collaborate with internal technical teams to improve system reliability and support processes.
- Ensure timely resolution of incidents while meeting internal service expectations.
- Maintain accurate records of technical activities, incidents, and system changes.
- Follow incident management, change management, and operational support procedures.
- Support business continuity by participating in system monitoring and operational readiness activities.
- Perform other duties reasonably assigned by the client.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
