L2 Core Systems Support Engineer

Based in Ovar, Portugal, the L2 Core Systems Support Engineer restores service quickly, resolves incidents and requests within agreed SLAs, and reduces repeat issues through solid troubleshooting, documentation, and contribution to problem management. The role supports core infrastructure services (e.g., Windows/Linux servers, virtualization, identity and access, backups, monitoring) and collaborates closely with L1 Service Desk, L3 Experts, and external partners to maintain stability and enable continuous improvement. Complex or high-risk issues are escalated to L3 with straightforward evidence and recommended next steps.

As a L2 Core Systems Support Engineer, you:

• Resolve incidents escalated from L1 (servers, virtualization, identity, and core infrastructure) and execute standard service requests using approved procedures and runbooks.
• Perform structured troubleshooting, apply permanent fixes where possible, and provide high-quality documentation (timeline, logs, actions taken, workaround/fix).
• Handle identity/access-related requests within agreed policies (e.g., group membership, permissions) and follow security and approval requirements.
• Execute low-risk, pre-approved changes with validation and rollback readiness; perform post-change checks and operational handover.
• Monitor health and capacity, act on alerts, and participate in major incidents (bridge calls, updates, post-incident documentation).
• Escalate to L3 for unresolved incidents after defined steps, architectural/design decisions, non-standard changes, or high-risk production impact—providing clear technical context and recommendations.
• Coordinate with vendors/hosting partners for hands-and-eyes tasks and follow up on tickets to closure; keep stakeholders informed.
• Support patching, updates, backups, and recovery activities; propose automation (e.g., PowerShell) and improvements to reduce repeat work.
• Maintain and improve knowledge articles/runbooks and share learnings with L1 to increase first-time resolution.

• Bachelor’s degree in IT (or equivalent through experience).
• Typically, 3–5 years of experience in system administration / infrastructure support in an enterprise environment.
• ITIL Foundation (preferred) or demonstrable experience working in ITIL-based processes.
• Language requirements: professional communication in English.

Technical Skills

• Valuable experience with Windows Server environments.
• Working knowledge of:
  • Virtualization platforms (VMware or equivalent) or demonstrable equivalent experience
  • Active Directory and related services (DNS, DHCP, GPO)
  • Backup and recovery concepts
• Basic understanding of networking concepts.
• Experience with ITSM/ticketing workflows and tooling (e.g., incident, problem, change management).
• Working knowledge of Microsoft 365 services, specifically operational management of Entra ID, Exchange Online and Intune.
• Working knowledge of monitoring/alerting concepts and tools (triage, thresholds, event correlation)
• Understanding of Public cloud environments (preferably Microsoft Azure)
• Contribute to infrastructure modernization projects.
• Experience working in a datacenter or enterprise infrastructure environment.
• Scripting/automation experience is a plus (e.g., PowerShell).
• Linux knowledge is a plus.
• Experience with virtual application delivery through Citrix is considered a plus.

Unsolicited representations by third parties (recruitment agencies, headhunters, ...) of CVs via mail and/or telephone for our vacancies are considered as direct applications where no compensation is provided to the third party. Any T&Cs from these third parties will not be accepted unless upon signature of the T&Cs by a person in charge of HR. Candidates remain registered in the system for 12 months and cannot be proposed again during this period.