Enterprise Tool Support Engineer (L2/L3 Support)

We are seeking an experienced Enterprise Tool Support Engineer to provide L2/L3 operational support for a range of enterprise applications and business-critical platforms. The successful candidate will be responsible for incident resolution, problem management, system administration, and ensuring the availability and performance of enterprise tools supporting business operations., * Provide L2/L3 support for enterprise applications and business tools.

• Manage incidents, service requests, and problems in accordance with ITIL/ITSM best practices.
• Perform troubleshooting, root cause analysis, and implement permanent fixes.
• Monitor application health and ensure high availability of supported systems.
• Collaborate with infrastructure, security, and development teams to resolve complex technical issues.
• Support system upgrades, patching, maintenance, and configuration changes.
• Maintain technical documentation, knowledge articles, and operational procedures.
• Participate in on-call support and major incident management when required.
• Ensure compliance with security policies and change management processes.

• 3-8 years of experience in Application Support/Enterprise Tool Support.
• Strong experience in L2/L3 Support within an ITIL/ITSM environment.
• Experience with incident, problem, and change management processes.
• Excellent troubleshooting and analytical skills.
• Strong communication and stakeholder management abilities.

Preferred Technical Experience

Hands-on experience or exposure to one or more of the following enterprise tools:

• Tungsten Automation (AP/AR)
• C-Cure Access Control
• Ivanti ISM & Xtraction
• Solix
• Systran
• MatterMost
• Similar enterprise application support platforms

Desirable Skills

• Experience supporting enterprise applications in large corporate environments.
• Familiarity with Windows Server, Active Directory, SQL, scripting (PowerShell), or automation tools.
• Exposure to monitoring and ticketing tools such as ServiceNow.
• Understanding of cybersecurity and access management principles.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation Certification (preferred).