L2 Support Engineer

**Company Description** Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change. By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses. From prototype to real-world impact - be part of a global shift by doing work that matters. As an AM Engineer at Endava you will work with our teams to support our client operations. **Responsibilities**: - Ensure all requests, incidents, and queries are triaged in Service Management tool within agreed SLAs. - Evaluate business processes, anticipate requirements, uncover areas for improvement, and develop and implement solutions. - Perform requirements analysis. - Document and communicate the results of your efforts. - Work closely with clients, technicians, and managerial staff. - Ensure solutions meet business needs and requirements. - Perform user acceptance testing. **Qualifications** - ** Basic scripting skills**: Proficiency in PowerShell, HTML, C#, BASH. - ** CI/CD experience**: Familiarity with GitHub, TeamCity, and Octopus Deploy. - ** Runbook management**: Experience in handling runbooks for Windows Server maintenance. - ** Network protocols**: Knowledge of DNS, DHCP, HTTP, and HTTPS. - ** Firewalls and security devices**: Experience with firewall appliances and security measures. - ** Infrastructure troubleshooting**: Skills in troubleshooting switches and overall infrastructure. - ** Ticket management**: Proficiency in Jira and ServiceNow for effective ticket management. Also base operations support experience like: - Experience working with customers. - Experience with SQL or MS Excel for data processing or reporting. - High knowledge of English and Portuguese languages (>70% Level). - Knowledge in SQL and relational databases. - Capable of identifying trends and using statistics to interpret data. - Ability to evaluate the current environment, gather needs, and propose a recommended CM solution. - Curiosity and business acumen. - Self-starter and driven. - Very good analytical thinking focused on details. - Organized, methodical, and structured approach to work with attention to details. - Strong written and verbal communication skills. Nice to have: - Windows or Linux administration. - Previous experience in analyst positions. - Some technical skills and understanding of the software development lifecycle. - Understanding of developing languages such as VBA, C++, Python, Java. - Design/architect skills: Ability to define and design CM standards for the technology. - Experience of working with IT customer service, support operation, and project management. - Knowledge of SLA structure. **Additional Information** Discover some of the global benefits that empower our people to become the best version of themselves: - ** Finance**: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus; - ** Career Development**: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership; - ** Learning Opportunities**:Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences; - ** Work-Life Balance**: Hybrid work and flexible working hours, employee assistance programme; - ** Health**: Global internal wellbeing programme, access to wellbeing apps; - ** Community**: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations. - In compliance with the Law 1581 of 2012, _**_Endava S.A.S. / Endava Colombia S.A.S_**_, identified with _**_NIT. Nº 900.955.679-3 / N° 900.594.521-9 _**_, with an address at Street 96 No. 10 - 38, floor 7th in the city of Bogotá and Career 48 No. 18A - 14 Floor 19, with telephone number (+571) 3905061, (hereinafter referred as “ENDAVA” or the “Organization”), as RESPONSIBLE for the processing of personal information informs:_ - You, and every personal information owner, have the right to: know, update and rectify your personal data; access to it free of charge; to be informed about its use; request proof of authorization; file complaints for violations of the provisions of current regulations before the Superintendence of Industry and Commerce. Finally, in some applicable cases, modify and revoke the consent given and/or request the deletion of your personal information._