L2 Technician

The L2 Technician is responsible for providing Level 2 technical support, acting as a specialized support resource for incidents and service requests related to specific technologies and services. The role contributes to service stability and continuity by resolving tickets that require deeper technical or functional expertise beyond first‑level support capabilities.

The L2 Technician analyzes, diagnoses, and resolves incidents and service requests in accordance with established procedures, priorities, and resolution standards. The role applies technical knowledge and functional expertise to restore services efficiently, minimize business impact, and ensure accurate and sustainable solutions.

This role works closely with other support levels, including L1 and L3 teams, to ensure effective collaboration and timely escalation when required. This includes documenting findings, progress, and resolution details to maintain continuity of service and support knowledge sharing within the support organization.

SPECIFIC RESPONSIBILITES

1. Service Delivery & Ticket Resolution
   1. Handle technical incidents and service requests, applying specialized technical and functional expertise to achieve accurate and effective resolution.
   2. Follow guidelines and priorities defined by the L2 Leader, ensuring work progresses in line with established procedures and service expectations.
   3. Follow established self‑assignment best practices, responsibly selecting tickets based on priority, age, and current workload to support balanced utilization and avoid individual overload.
   4. Communicate unresolved or complex tickets to the L2 Leader, providing complete technical details, logs, and documentation to enable effective escalation to L3 support teams when required.
   5. Log, update, and maintain accurate ticket information in the ITSM tool, documenting actions taken, progress, and resolution details.
   6. Ensure continuity of work by coordinating with other technicians to facilitate smooth handover of incidents and service requests when required.
2. Knowledge Management & Continuous Improvement
   1. Create, maintain, and update knowledge base articles, procedural documentation, and troubleshooting guides based on resolved tickets and lessons learned.
   2. Participate in advanced technical training and skill development programs to maintain and enhance expertise within the technology cluster.
   3. Support initiatives focused on operational efficiency, cross-cluster coordination and long-term service quality improvements.