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L1/L2 Support Engineer

2 months ago

Singapur, Singapore Amaris Consulting Full time
Job description Key Responsibilities:
  • Incident Management: Monitor, troubleshoot, and resolve issues related to infrastructure, servers, applications, and network environments. Provide first-level (L1) support, escalating complex issues to L2 and L3 support when necessary.
  • Technical Support: Deliver hands-on support for server administration, Active Directory management, and cloud infrastructure maintenance. Support application installations, patching, and configurations.
  • Collaboration: Liaise with different internal teams (network, application, database, security) and external vendors to resolve issues and deploy new systems.
  • Documentation: Maintain up-to-date documentation of system configurations, support resolutions, and procedures. Assist in developing knowledge base articles for both support teams and end-users.
  • Automation & Scripting: Utilize scripting (PowerShell, shell scripting, Python) to automate routine tasks and streamline support processes.
  • Change & Release Management: Support the rollout of updates, patches, and enhancements, ensuring minimal disruption to business operations.
  • Reporting: Regularly update stakeholders on the status of ongoing issues, root cause analyses, and preventive measures.
Required Skills & Qualifications:
  • Experience: 2-3 years of relevant experience in infrastructure or application support roles, preferably within the insurance or financial services industry.
  • Technical Skills:
    • Proficient in server administration (Windows/Linux), Active Directory management, and virtualization technologies.
    • Experience with cloud platforms (AWS, Azure, GCP) and cloud infrastructure support.
    • Familiarity with incident tracking systems (ServiceNow, JIRA, etc.) and ITIL processes.
    • Solid scripting skills in PowerShell, shell scripting, or Python for task automation.
    • Basic networking knowledge (DNS, TCP/IP, firewalls, VPNs).
  • Problem Solving: Strong troubleshooting skills, with a logical and analytical mindset to resolve issues promptly.
  • Communication: Excellent verbal and written communication skills to interact with internal teams and external stakeholders.
  • Teamwork: Ability to work effectively in a collaborative environment, providing assistance across teams when required.
Preferred Qualifications:
  • Certifications: CompTIA A+, Network+, or other relevant certifications (Microsoft Certified: Azure Fundamentals, AWS Certified Cloud Practitioner).
  • Industry Experience: Experience in an insurance or regulated financial services environment is highly preferred.
  • ITIL Certification: Knowledge of ITIL processes and service management principles.