L2 ROLE & RESPONSIBILITIES
a) Incident Logging and Ticket Handling: Log and process incidents, issues, and service requests
submitted by users through phone or email in an incident management tool, resolving them in a timely
and effective manner according to internal SLA. Maintain accurate records of issues and resolutions
to help improve future support processes.
b) Advanced Troubleshooting: Perform advanced troubleshooting for complex issues that L1 support
cannot resolve. This includes root cause analysis for recurring problems.
c) Server Maintenance: Perform and oversee regular maintenance and upgrades on server hardware and
software for on-prem and cloud servers respectively. Monitor server performance, identify issues, and
implement corrective actions to ensure optimal server operation. Implement configuration changes,
system upgrades, and feature enhancements. Support deployments and verify changes in production
environments.
d) Server Administration: Manage server and VM configurations, user accounts, and access
permissions. Implement security measures to protect servers from unauthorized access and data
breaches. Plan and execute backup and disaster recovery procedures to ensure data integrity and
availability.
e) Monitoring Systems: Use advanced monitoring tools to proactively identify and resolve potential
issues before they impact users
f) Vendor Coordination: Assist in upkeeping good relationships with IT vendors, including coordinating
with them for hardware and software procurement, timely delivery, service engagement, and
addressing any issues related to vendor performance.
g) IT Security Support: Respond to security issues such as flagged emails and phishing incidents,
conduct threat assessments, and propose resolution to IT Ops Lead and/or HOD IT. Prepare reports of
security incidents and incident reports (where necessary) for submission to management. Procure
and ensure firewalls and security support services for Client network across all sites. Provide support in
preparing cybersecurity training materials or in the execution of training sessions for staff.
h) Other Duties as Assigned: Include execution/monitoring of backup jobs, monthly system
maintenance, software patch management, and any other ad hoc tasks assigned by IT Ops Lead and/or
HOD IT.
