L2 Systems Analyst

About the role

The L2 Systems Analyst provides second-level technical support, troubleshoots complex system and application issues, and ensures stability, performance, and reliability of enterprise systems. This role acts as an escalation point for L1 support and collaborates with infrastructure, application, and security teams to resolve incidents and implement system improvements.

Responsibilities

• Provide Level 2 technical support for enterprise systems, applications, and infrastructure.
• Investigate, diagnose, and resolve escalated incidents from L1 support.
• Perform root cause analysis and document findings.
• Monitor system performance, availability, and capacity.
• Maintain and support Windows/Linux servers and cloud environments.
• Manage user access, permissions, and identity services (e.g., Active Directory).
• Support patch management, system upgrades, and change management activities.
• Collaborate with vendors and third-party providers for issue resolution.
• Create and maintain technical documentation, runbooks, and knowledge base articles.
• Participate in on-call rotation and incident response when required.
• Ensure compliance with IT policies, security standards, and regulatory requirements.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 3–5 years of experience in IT support, systems administration, or related role.

Skills

• Strong knowledge of Windows Server and/or Linux environments.
• Active Directory, DNS, DHCP.
• Microsoft 365 administration.
• Virtualization technologies (VMware / Hyper-V).
• Basic networking concepts (TCP/IP, VPN, firewalls).
• Experience with ticketing systems and ITSM frameworks (ITIL preferred).
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Experience with cloud platforms (Azure, AWS, or GCP).
• Familiarity with scripting (PowerShell, Bash).
• Experience with monitoring tools (e.g., SolarWinds, Nagios).
• ITIL Foundation certification.
• Relevant certifications (Microsoft, CompTIA, VMware).