L2 Technician

About the role

The L2 Technician provides Level 2 technical support, handling incidents and service requests that require deeper technical or functional expertise than first‑line support. The role works within SGS’s global IT service organization to restore services quickly, minimise business impact and maintain service continuity.

Key responsibilities

• Analyse, diagnose and resolve Level 2 incidents and service requests following established procedures and priorities.
• Select and self‑assign tickets based on priority, age and workload to ensure balanced utilisation.
• Escalate complex or unresolved tickets to the L2 Leader with full technical details for further escalation to L3 support.
• Document all actions, progress and resolutions in the ITSM tool to maintain accurate ticket records.
• Coordinate hand‑overs with other technicians to ensure continuity of work.
• Create and update knowledge‑base articles, procedural documentation and troubleshooting guides based on resolved cases.
• Participate in advanced technical training and continuous‑improvement initiatives.

Required profile

• Bachelor’s or Master’s degree in Information Technology, Computer Science, Engineering, Business or a related field.
• At least 5 years of experience in IT operations, application support or incident management.
• Proven ability to work collaboratively with L1 and L3 support teams and to follow defined service‑delivery processes.

Required skills

• Proficiency with ITSM ticketing tools for incident logging and tracking.
• Experience creating and maintaining knowledge‑base documentation and troubleshooting guides.