L2 Technician
Core
Provide Level 2 technical support for incidents and service requests, resolving complex issues requiring deeper expertise than L1 to ensure service stability.
Role type
Senior IC L2 Application Support Technician
Builds
Restored services and resolved incidents for internal or client-facing systems
Domain
IT Operations / Application Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
ITSM processes, ServiceNow, ITIL, Full Stack (Angular, JavaScript, CSS, Flutter, Xamarin, Oracle, Crystal Reports, Firebase), Microsoft stack (.NET, C#, Power Platform, Power BI, Visual Basic), root cause analysis, multi-tier support models
Preferred skills
Advanced troubleshooting, cross-cluster coordination, operational efficiency initiatives
Technologies
ServiceNow, .NET, C#, Power Platform, Power BI, Visual Basic, Angular, JavaScript, CSS, Flutter, Xamarin, Oracle, Crystal Reports, Firebase
Responsibilities
Handle technical incidents and service requests using specialized expertise; Log, update, and maintain accurate ticket information in ITSM tools; Create and update knowledge base articles and troubleshooting guides; Coordinate with L1 and L3 teams for escalation and handover; Perform root cause analysis and document findings for recurring incidents
Seniority
Mid-to-Senior, hands-on IC
