L1/L2 Support Engineer (Infrastructure/Application Support)

Permanent Job

Who are we?

Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1,000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7,600 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.

At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:

1. Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!
2. Interviews: (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!
3. Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.

As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience. We look forward to meeting you!

Job description

Key Responsibilities:

• Incident Management: Monitor, troubleshoot, and resolve issues related to infrastructure, servers, applications, and network environments. Provide first-level (L1) support, escalating complex issues to L2 and L3 support when necessary.
• Technical Support: Deliver hands-on support for server administration, Active Directory management, and cloud infrastructure maintenance. Support application installations, patching, and configurations.
• Collaboration: Liaise with different internal teams (network, application, database, security) and external vendors to resolve issues and deploy new systems.
• Documentation: Maintain up-to-date documentation of system configurations, support resolutions, and procedures. Assist in developing knowledge base articles for both support teams and end-users.
• Automation & Scripting: Utilize scripting (PowerShell, shell scripting, Python) to automate routine tasks and streamline support processes.
• Change & Release Management: Support the rollout of updates, patches, and enhancements, ensuring minimal disruption to business operations.
• Reporting: Regularly update stakeholders on the status of ongoing issues, root cause analyses, and preventive measures.

Required Skills & Qualifications:

• Experience: 2-3 years of relevant experience in infrastructure or application support roles, preferably within the insurance or financial services industry.
• Technical Skills:
  • Proficient in server administration (Windows/Linux), Active Directory management, and virtualization technologies.
  • Experience with cloud platforms (AWS, Azure, GCP) and cloud infrastructure support.
  • Familiarity with incident tracking systems (ServiceNow, JIRA, etc.) and ITIL processes.
  • Solid scripting skills in PowerShell, shell scripting, or Python for task automation.
  • Basic networking knowledge (DNS, TCP/IP, firewalls, VPNs).
• Problem Solving: Strong troubleshooting skills, with a logical and analytical mindset to resolve issues promptly.
• Communication: Excellent verbal and written communication skills to interact with internal teams and external stakeholders.
• Teamwork: Ability to work effectively in a collaborative environment, providing assistance across teams when required.

Preferred Qualifications:

• Certifications: CompTIA A+, Network+, or other relevant certifications (Microsoft Certified: Azure Fundamentals, AWS Certified Cloud Practitioner).
• Industry Experience: Experience in an insurance or regulated financial services environment is highly preferred.
• ITIL Certification: Knowledge of ITIL processes and service management principles.