Ability to work on a rotational shift basis, on weekends, and outside of typical business hours.

Tier 2 troubleshooting on wide range of incidents, ranging from web services, platforms, infrastructure, network, security, telecom and applications.
Provide technical guidance and assistance to Tier 1 support.
Work closely with or escalate to Tier 3 groups including System Administrators, Security, DevOps, etc.
Create and maintain SOPs (standard operation procedures).
Identify potential systems problems and escalate to internal or external teams for resolution.
Continuously develop and improve on technical aptitude, service knowledge

REQUIREMENTS

At least 3+ years of level 2 support experience in:

Linux/Unix/CentOS
MS Windows Server 2012/2016
Cisco networking / routing
Shell bash scripting
PowerShell scripting
TCP/IP, routing
LAN
WAN
Experience providing remote support for end users and systems
Experience with applications based on Java, JEE, MSSQL, MySQL
ITIL Foundation certification