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Job Summary: We are seeking an experienced Level 2 Support professional for ticketing projects, responsible for software installation, preventive and corrective maintenance, and incident and escalation management. Key Highlights: 1. Key role in software support and incident resolution 2. Proactive maintenance and continuous operational improvement 3. Escalation management and case tracking JOB DESCRIPTION We require a **Level 2 Support** profile with a minimum of 4–5 years of experience to work in a hybrid mode on ticketing projects for large enterprises. **Responsibilities** * Installation of software versions and configuration files * Execution of joint testing with Level 1 team to reproduce incidents * Preventive maintenance: * Periodic review of software versions and configurations * Load review, integrity analysis of information, and load error analysis * Housekeeping: log cleanup, database cleanup, compression of old files, and backup management * Restarting application servers, instances, and pod management * Certificate renewal * Process, database, and APM tool checks (Zabbix, Dynatrace) * Corrective maintenance: Resolution of known errors using technical documentation or knowledge bases * Incident analysis: Categorization and generation of procedures for escalation and resolution * Escalation: Escalation to Level 3 in JIRA for development, IT, and DB teams * Tracking: Continuous tracking of cases escalated from Level 1, ensuring traceability, adherence to resolution SLAs, and effective communication; and JIRA tracking of cases escalated from Level 3 * Continuous improvement: Proposal of operational changes **What We Offer** * Indefinite-term contract with us. * Working hours: Mon–Thu 08:00 \- 09:00 / 17:00 \- 18:00 with flexibility; Fri and summer: 08:00–15:00 * Hybrid modality in San Fernando de Henares: 2 days office, 3 days remote. * Professional development * Job stability * Salary: Negotiable \+ access to flexible compensation REQUIREMENTS * Knowledge of Oracle and SQL Server databases * Knowledge of system modeling (HW/SW) * Knowledge of SQL Developer and Oracle database administration * Knowledge of Linux and Windows operating systems * Knowledge of Microsoft Office * Experience in operational meetings with clients * Experience with the Atlassian suite (JIRA, Confluence, etc.) * Experience with ticketing tools (Maximo, Remedy, GMAU, etc.) Basic knowledge of microservices architectures (Kubernetes) * **Desirable Requirements / Additional Information** * Basic occupational health and safety (PRL) training * Use of PPE (boots, vest, helmet) * Availability to perform station-based tests related to self-service terminal maintenance * Willingness to assume future tasks related to evolutionary updates of terminals
