L2 Technical Support Engineer
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Job Description
L2 Technical Support Engineer supporting railway technology and signalling systems for Buddle’s client. Monitoring applications, troubleshooting Linux/Windows and cloud environments, and managing overnight incidents.
Responsibilities:
- Monitor internally developed applications and infrastructure for system health, availability, and performance
- Monitor 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 resolutions
- Escalate complex issues to relevant internal teams with detailed technical findings
- Support software installations, updates, and application deployments
- Maintain system configurations and operational readiness
- Procure, configure, and issue replacement hardware and devices when required
- Assist with monitoring and operational maintenance of cloud-hosted environments
- Use incident management platforms to track, manage, and resolve incidents
- Maintain technical documentation, operational procedures, and support records
- Prepare incident reports, post-incident reviews, and root cause analysis 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 incident resolution while meeting internal service expectations
- Follow incident management, change management, and operational support procedures
- Support business continuity through system monitoring and operational readiness activities
- Perform other duties reasonably assigned by the client
Requirements:
- 3+ years of experience in Level 2 Technical Support, Application Support, or Systems Support
- Strong experience supporting 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 ServiceNow, ServiceDesk, ServiceHub, or similar ITSM tools
- Strong analytical and problem-solving skills for structured technical investigations
- Experience conducting root cause analysis and preparing technical incident reports
- Excellent written communication skills for clear and accurate technical documentation
- Ability to work independently with minimal supervision in a low-ticket, incident-focused support environment
- Strong organisational skills and attention to detail
- Ability to work overnight shifts and support business-critical systems outside standard business hours
- Experience with cloud-hosted infrastructure is highly regarded
- Proactive mindset and commitment to system stability, continuous improvement, and operational excellence
Benefits:
- Remote work arrangement
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