Tier 2 Support Engineer

This Tier 2 Support Engineer opportunity in Arlington, Virginia is built around investigate and resolve incidents escalated from Tier 1 support, ensuring resolution within agreed Service Level Agreements (SLAs). It would suit someone who can bring strong professional approach to the role.

Role overview

Essential Skills and Experience:Proven experience providing Tier 2 or advanced technical support within enterprise IT or operational environments. Key Responsibilities:Provide Tier 2 technical support for live production systems, training solutions, and business applications operating within cloud-based platforms.

Main responsibilities

Investigate and resolve incidents escalated from Tier 1 support, ensuring resolution within agreed Service Level Agreements (SLAs). Work closely with engineering and DevOps teams to support root cause analysis and permanent fixes for recurring issues. Maintaining accurate incident records, technical documentation, and knowledge base articles.

What helps someone succeed

Strong professional approach.

Requirements

• 37hr working week with early finish Fridays - start your weekend early!
• 25 days holiday + statutory public holidays, plus opportunity to buy and sell up to 5 days and up to 5 paid days volunteering.
• Experience supporting patching and vulnerability management activities within operational systems.

Job details

• Work model: Hybrid.
• Shift pattern: Weekends.
• Additional detail: Training or development support may be provided.