Helpdesk Support Engineer

Key Responsibilities:

Incident & Application Support

• Provide second-line (L2) support for production and staging systems, handling escalations from L1 Support. 
• Investigate application errors, system alerts, performance degradation, and integration issues.
• Restore services within agreed SLA/OLA timelines and ensure proper incident closure.

Troubleshooting & Root Cause Analysis 

• Perform in-depth troubleshooting using logs, metrics, and monitoring tools.
• Conduct root cause analysis (RCA) for recurring or high-impact incidents. 
• Propose and implement corrective and preventive actions to reduce incident recurrence.

Collaboration & Escalation

• Work closely with L3 engineers, DevOps, and vendors to resolve complex technical issues. 
• Provide clear technical findings, logs, and evidence when escalating issues. 
• Participate in incident bridges, post-incident reviews, and operational discussions

Operational Excellence

• Monitor system health, alerts, dashboards, and logs to proactively identify issues. 
• Execute approved configuration changes, patches, and operational fixes. 
• Support deployment, release, and maintenance activities when required.

Automation & Continuous Improvement

• Contribute to automation of operational tasks, monitoring, and alerting where applicable.
• Identify gaps in runbooks, SOPs, and operational processes and drive improvements.

Documentation

• Maintain and update runbooks, troubleshooting guides, and knowledge base articles. 
• Document incident resolutions and operational procedures clearly and accurately.

Security & Compliance 

• Adhere to security, access control, and compliance requirements.
• Handle sensitive information in logs, tickets, and systems appropriately. 
• Support audits, vulnerability remediation, and compliance checks when required.

Key Experiences and Qualifications:

Educational Background: 

• Diploma or higher in Computer Science, Information Technology, or a related field.
  

Professional Experience: 

• 3–5+ years of relevant experience in application support, systems support, or operations roles. 
• Experience supporting production systems in a high-availability or mission-critical environment

Technical Expertise: 

• Strong hands-on experience with: Application log analysis and monitoring tools (e.g. AWS CloudWatch, Grafana, ELK, Google Analytics, etc) Linux/Unix environments 
• Working knowledge of cloud platforms (e.g. AWS services such as ECS, Lambda, S3, RDS). 
• Basic database knowledge (MySQL, PostgreSQL) for health checks and simple queries. 
• Basic knowledge on REST APIs, system integrations and authentication design
• Understanding of incident, problem, and change management processes.

Problem-Solving Skills:

• Strong analytical and troubleshooting skills. 
• Ability to break down complex incidents into clear, actionable steps. 
• Calm and methodical approach when handling production issues under pressure.

Operational Practices:

• Familiarity with ticketing and incident management tools (e.g. Jira, PagerDuty). 
• Experience working with runbooks, SOPs, and on-call support rotations (if applicable).

Additional Skills

• Experience supporting cloud-native or microservices-based systems. 
• Basic scripting skills (e.g. Bash, Python) for automation. 
• Experience working in government, regulated, or large-scale enterprise environments. 
• Knowledge of disaster recovery and business continuity planning.

Character Traits We Look Out For

• Team player with a collaborative mindset Strong sense of ownership and accountability for system reliability 
• Proactive in identifying and addressing operational issues 
• Willingness and ability to learn and adapt to new systems and tools 
• Openness to sharing knowledge and improving team capability 
• Clear verbal and written communication skills, including incident reporting