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L2 Engineer, Junior

EngineerEngineerFull TimeRemoteJuniorTeam 501-1,000H1B No SponsorCompany SiteLinkedIn

Location

Brazil

Posted

130 days ago

Salary

0

Seniority

Junior

Job Description

L2 Engineer, Junior

MTP Brasil

• The Level 2 Service Delivery Consultant combines technical, communication and customer service skills to support a high‑visibility platform. • The primary responsibility is to handle Service Requests, with a focus on User and System Access, ensuring compliance with predefined SLAs. • Additional responsibilities include creating and maintaining knowledge base articles, handling ancillary errors, properly triaging complex technical issues, acting to restore or resolve services and escalating when necessary. • Take ownership of tickets throughout their entire lifecycle, including follow-ups, maintaining close and clear communication with the customer. • Provide product, process, or business support at a more advanced level (next tier). • Review, publish and retire knowledge base articles. • Create/update onboarding guides, Pendo Guides and chatbot scripts. • Update knowledge documentation as product or process changes occur. • Collaborate with the Level 1 team to continuously improve first-contact resolution rates. • Troubleshoot tickets assigned by the Service Desk. • Reproduce issues and document the steps taken. • Analyze logs and run stored procedures/scripts as needed. • Participate in application ceremonies. • Support testing for enabling new features.

Job Requirements

  • 1 to 3 years of experience in Service Delivery in large-scale cloud environments, focusing on request fulfillment, incident response, escalation procedures and knowledge management, ensuring SLA requirements are met.
  • Experience in diagnosing and troubleshooting application and infrastructure incidents.
  • Ability to use available tools and resources to identify solutions (even if not documented).
  • Experience identifying the area of failure (code, environment or configuration) and interacting with the responsible teams to implement fixes.
  • Experience creating and updating documentation/knowledge base and a continuous drive for improvement.
  • Ability to manage multiple deadlines and conflicting priorities.
  • Knowledge of ITIL and service management principles.
  • Customer service skills and expectation management.
  • Experience in interpersonal relationships and collaboration with internal/global teams.
  • Familiarity with DevOps practices.
  • Experience managing a ticket backlog, ensuring proper documentation and progress.
  • Experience with team collaboration tools.
  • Desired Skills and Tools
  • Excellent verbal and written communication.
  • Intermediate knowledge of scripting and automation (bash, preferably Python).
  • Creation of runbooks and knowledge articles.
  • Cloud knowledge (Azure preferred).
  • SQL/MongoDB queries and result interpretation.
  • Familiarity with ServiceNow.
  • Understanding of the ITIL framework.
  • Optional Certifications
  • Azure Fundamentals
  • ITIL Foundation
  • Optional Requirements
  • Job scheduling and alert configuration.
  • Infrastructure monitoring.
  • Backup and disaster recovery.
  • Basics of web application architecture.
  • Knowledge of Hadoop, HDFS, Hive, managed SQL databases and data sources (SFTP, ADLS, S3, etc.).
  • Experience with Kubernetes or Azure Kubernetes Service (AKS).

Benefits

  • Health insurance
  • Dental insurance
  • Meal voucher
  • Mobility voucher
  • Culture voucher
  • Education voucher
  • Life insurance
  • Mental health and wellness program
  • Childcare assistance
  • Partner discounts

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