Level 2 Technical Support

About the role

UST is looking for a Level 2 Technical Support professional to handle and resolve incidents related to infrastructure, applications, platforms, and critical services within the Financial Services domain. You will work closely with the Level 1 team and ensure compliance with established service levels.

Key responsibilities

• Handle incidents escalated from Level 1 and perform first‑ and second‑level troubleshooting.
• Monitor critical platforms, servers, networks, and services, analyzing impact and priority.
• Execute operating procedures, SOPs, and runbooks; document incidents, root causes, and actions taken.
• Escalate complex incidents to Level 3, engineering, or vendors and follow up until resolution.
• Participate in scheduled maintenance activities and post‑change validations.

Required profile

• 2‑4 years of experience in technical support, NOC, Service Desk, or similar roles.
• Basic to intermediate knowledge of Windows, Linux, and networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with monitoring tools and ITSM ticketing systems.
• Academic background in Engineering, Computer Science, Telecommunications, or equivalent experience.

Required skills

• Windows
• Linux
• TCP/IP, DNS, DHCP, VPN
• SolarWinds, Zabbix, PRTG, Datadog, Dynatrace
• ServiceNow, Jira Service Management, Remedy
• Microsoft 365
• Active Directory

What we offer

• Eleven paid holidays per year.
• Two weeks of paid vacation annually.
• Health, dental, disability, and life insurance benefits.