Enterprise Tool Support Engineer – L2/L3

About the role

We are looking for a skilled L2/L3 Support Engineer to provide advanced application and platform support for enterprise IT systems and business‑critical applications. The role involves incident resolution, service improvement and platform administration while ensuring high availability, performance and user satisfaction.

Key responsibilities

• Provide L2/L3 Application Management Services (AMS) support across multiple COTS and enterprise applications, maintaining service continuity and SLA compliance.
• Triage, diagnose and resolve incidents; deliver work‑arounds when permanent fixes require change and keep users informed throughout the ticket lifecycle.
• Conduct root‑cause analysis for recurring or major incidents, document findings, maintain known error records and drive preventive actions through problem management.
• Handle service requests covering access, configuration, data updates, application housekeeping and catalogue‑driven fulfilment.
• Coordinate change and release activities, including impact assessment, RFC creation, CAB support, deployment validation, back‑out planning and post‑implementation checks.
• Maintain operational documentation such as SOPs, runbooks, knowledge articles, support models, configuration records and hand‑over artefacts.
• Collaborate with product vendors, third‑party suppliers and internal infrastructure teams to resolve complex technical issues.

Required profile

• Previous experience in L2/L3 support for enterprise applications and COTS tools.
• Strong understanding of ITIL/ITSM processes and CMDB management.
• Ability to work with business stakeholders, vendors and infrastructure teams.
• Security Check (SC) clearance preferred or eligibility to obtain it.
• Based within reasonable commuting distance to Stevenage, UK, or willing to travel regularly to the site.

Required skills

• ITIL
• ITSM/ticketing tools
• CMDB practices
• Incident Management
• Problem Management
• Change Management
• Release Management
• Application Administration for COTS solutions

What we offer

• Competitive compensation package, including bonus.