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L2 Engineer, Junior
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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