L2 Support Engineer

1. Incident Resolution:
   1. Handle escalated issues from L1 support, involving more complex troubleshooting of SharePoint document management, integrations, and cloud/SaaS/on-prem systems.
   1. Diagnose and resolve application-level, data flow, and configuration issues within agreed SLAs.
   1. Provide root cause analysis (RCA) and propose preventive measures.
2. System Maintenance and Monitoring:
   1. Monitor the health of applications and integrations, ensuring system availability and performance.
   1. Identify and address potential problems proactively by analyzing system logs and alerts.
3. Collaboration with Cross-Functional Teams:
   1. Work with development, infrastructure, and DevOps teams to resolve recurring issues and implement patches or upgrades.
   1. Escalate unresolved issues to L3 support or vendor teams as necessary.
4. Documentation and Reporting:
   1. Maintain detailed records of incidents, resolutions, and changes.
   1. Prepare knowledge base articles to empower L1 teams and streamline future support processes.
5. User Support:
   1. Guide users on system functionalities and resolve advanced queries.
   1. Provide on-demand training and support to ensure optimal utilization of the platform.
6. Testing:
   1. Ability to perform testing on fix provided by development team to ensure customer issue is fixed and provide solution back to customer and L1 teams.
   1. Ability to document and create training content for the same, short article or video on the fix.

1. Incident Resolution:
   • Handle escalated issues from L1 support, involving more complex troubleshooting of SharePoint document management, integrations, and cloud/SaaS/on-prem systems.
   • Diagnose and resolve application-level, data flow, and configuration issues within agreed SLAs.
   • Provide root cause analysis (RCA) and propose preventive measures.
2. System Maintenance and Monitoring:
   • Monitor the health of applications and integrations, ensuring system availability and performance.
   • Identify and address potential problems proactively by analyzing system logs and alerts.
3. Collaboration with Cross-Functional Teams:
   • Work with development, infrastructure, and DevOps teams to resolve recurring issues and implement patches or upgrades.
   • Escalate unresolved issues to L3 support or vendor teams as necessary.
4. Documentation and Reporting:
   • Maintain detailed records of incidents, resolutions, and changes.
   • Prepare knowledge base articles to empower L1 teams and streamline future support processes.
5. User Support:
   • Guide users on system functionalities and resolve advanced queries.
   • Provide on-demand training and support to ensure optimal utilization of the platform.
6. Testing:
   • Ability to perform testing on fix provided by development team to ensure customer issue is fixed and provide solution back to customer and L1 teams.
   • Ability to document and create training content for the same, short article or video on the fix.

Technical Expertise:

• Strong understanding of SharePoint administration and configuration.
• Experience with integrations between SaaS, cloud, and on-premise systems.
• Proficiency in monitoring tools and log analysis.

Troubleshooting Skills:

• Ability to diagnose complex issues, identify patterns, and resolve them efficiently.
• Knowledge of ITSM tools (e.g., ServiceNow, Jira).

Communication and Collaboration:

• Excellent verbal and written communication skills for collaboration and documentation.
• Ability to work in cross-functional teams and interface with technical and non-technical stakeholders.

Certifications (Optional):

• Microsoft certifications (e.g., MCSA, MCSE, or MS-100/500).
• ITIL Foundation certification.

Experience: