Helpdesk Level 2 App Support

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Job Title: Helpdesk Level 2 App Support
Location: Remote
Job Type: Contract with possible conversion to FTE

About the Role

We’re looking for an experienced Application Support Engineer (L2) to join our Run Support Team. This role is central to maintaining the health and reliability of our business-critical applications, driving root cause analysis, improving monitoring, and preventing recurring incidents.

You’ll collaborate across DevOps, QA, Product, and Development teams to strengthen application resilience and ensure operational stability.

What You’ll Do

• Own and resolve escalated incidents from L1 support.

• Perform deep-dive troubleshooting and root cause analysis (RCA) for complex and recurring issues.

• Enhance system monitoring through tools like AlertBot, Dynatrace, Splunk, and Zabbix.

• Ensure SLA compliance within the Helix ticketing system.

• Develop and maintain technical documentation, runbooks, and SOPs.

• Contribute to automation efforts using Python, PowerShell, or Bash.

• Participate in deployments and post-release validations.

• Mentor L1 engineers and promote knowledge sharing.

• Provide incident reporting and performance metrics (e.g., MTTR, SLA).

What You Bring

• 3–5 years of experience in application support, production support, or IT operations.

• Proficiency in enterprise ticketing systems (Helix preferred).

• Hands-on experience with monitoring and observability tools.

• Solid understanding of ITIL processes (Incident, Problem, Change).

• Strong communication and cross-functional collaboration skills.

• Calm under pressure and solution-focused during critical incidents.

• Experience with scripting and process automation is a strong plus.

Education & Certifications

• Bachelor’s degree in Computer Science, IT, or a related field – or equivalent professional experience.

• Preferred certifications:

• ITIL Intermediate

• Splunk Power User

• Dynatrace Associate

• CompTIA Network+

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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.