L2 Support Analyst

Description

Position Identification **Position:** L2 Support Analyst (Level 2\) **Department:** Technical Support / Operations / Technology **Direct Report:** Support Coordinator / Support Manager **Level:** Mid-level **Type of Impact:** Technical–Resolution–Preventive Position Mission Diagnose and resolve **medium-complexity incidents**, performing **root cause analysis**, **reducing recurrence**, and providing **specialized technical support**, ensuring operational stability and service quality. Responsibilities * Resolve tickets escalated from L1 with higher technical complexity. * Conduct root cause analysis (RCA) and propose permanent fixes. * Address recurring incidents and systemic issues. * Validate and guide appropriate escalations to L3 when necessary. * Update and create knowledge base (KB) articles. * Support L1 with technical guidance and best practices. * Monitor environments, logs, and support-related metrics. * Ensure clear technical communication with users and internal teams. Expected Deliverables * Accurate resolution of medium-complexity incidents. * Reduced problem recurrence. * Updated and usable knowledge base. * Well-substantiated escalations to L3. * Operational stability perceived by users. KPIs for the Position * L2 resolution rate * Mean time to resolution (MTTR) * Recurring incidents (%) * Quality of root cause analysis * Ticket reopens * User satisfaction (Technical CSAT) Technical Competencies * Intermediate/advanced knowledge of supported systems * Log and metric reading and analysis * Ticketing and monitoring tools * ITIL concepts (incidents, problems, changes) * Structured troubleshooting ability * Technical documentation Behavioral Competencies * Analytical and structured reasoning * Clear technical communication * Organization and discipline * Collaboration with technical teams * Resilience under pressure * Investigative mindset **Warning:** An unmethodical L2 creates sophisticated stopgap solutions. Complexity and Autonomy * Medium to high technical complexity * Moderate autonomy in diagnosis and resolution * Direct responsibility for second-level stability Key Relationships * L1 Support * L3 / Engineering / Product * Support Coordination * Operations / Infrastructure * Key Users Education and Experience **Education:** * Completed or ongoing bachelor's degree in IT, Systems, Networking, or related fields **Experience:** * Prior experience as L1 or equivalent technical support role; * Proven experience resolving technical incidents.