System Support Engineer L1/L2

Provide Level 1 / Level 2 technical support via phone and email for application and system-related issues

Take complete ownership of reported issues and drive them to resolution.

Troubleshoot, analyse, and resolve incidents related to applications, servers, and databases

Work on Linux/UNIX environments, including high availability and load-balanced systems

Support and manage web/application servers such as Apache, Tomcat, and JBoss

Perform basic database checks and queries on SQL Server, MySQL, or Oracle

Log, track, and update incidents using ticketing tools like Jira or Freshdesk

Follow defined support processes, SLAs, and escalation procedures

Communicate system outages, incidents, and resolutions clearly to stakeholders

Create and maintain knowledge base articles and technical documentation

Collaborate with internal teams to resolve complex technical and functional issues

Be open to rotational shifts, on-call support, and extended hours when required

Experience in enterprise application or customer support environments

Good knowledge of Linux/UNIX system administration

Hands-on experience with web/application servers

Basic understanding of databases and SQL queries

Exposure to scripting or programming languages

Familiarity with ITSM / ticketing tools

Strong verbal and written communication skills

Ability to explain technical issues to non-technical users

Quick learner with a problem-solving mindset

Customer-focused and solution-oriented approach