L2 Engineer – Enterprise Servers

1 week ago

Greater Kuala Lumpur, Malaysia RTA Services Pte Ltd Full time

Job Title: L2 Engineer – Enterprise Servers & Storage (TPM Experience Preferred)

Location:
Malaysia

Employment Type:
Full-Time

Reports To:
IT Infrastructure Manager / L3 Engineer

Job Summary

The L2 Engineer is responsible for advanced troubleshooting and support of enterprise servers, storage systems, and related infrastructure. This role analyses system logs, performs incident diagnostics, executes hardware replacements, and works closely with L3 engineers on escalated issues. Experience in third-party maintenance (TPM) environments is highly advantageous, especially for multi-vendor server and storage platforms.

Key Responsibilities

1. Advanced Technical Troubleshooting

  • Diagnose and resolve L2-level incidents for servers, storage arrays, and enterprise hardware.
  • Analyse system logs, hardware alerts, and performance data to identify root causes.
  • Perform remote and onsite support for both hardware and system-level issues.
  • Escalate complex problems to L3 while providing detailed diagnostic information.

2. Server & Storage Support

  • Support multi-vendor enterprise platforms (e.g., HPE, Dell EMC, IBM, Lenovo, NetApp).
  • Conduct firmware upgrades, hardware part replacements, and system failover checks.
  • Assist in RAID, storage configuration, and troubleshooting disk-related issues.
  • Perform preventive maintenance and health checks on servers and storage systems.

3. TPM (Third Party Maintenance) Operations

  • Respond to SLA-based hardware service calls.
  • Conduct triage and identify faulty components for replacement.
  • Work with procurement/warehouse teams on spare parts handling.
  • Provide technical input on TPM service delivery and improvement.

4. Documentation & Ticket Management

  • Log all incidents, troubleshooting steps, and resolutions in the ticketing system.
  • Create and maintain technical documentation (SOPs, checklists, knowledge base).
  • Provide timely updates to customers and internal stakeholders.

5. Collaboration & Support

  • Work closely with L1 team by providing guidance on standard troubleshooting.
  • Coordinate with L3 engineers during major incidents or complex escalations.
  • Support onsite deployment, migration, and hardware refresh projects.

Requirements

Technical Skills

  • Strong understanding of enterprise servers and storage systems.
  • Able to analyse log files (hardware logs, system logs, IML, event logs, etc.).
  • Familiar with RAID concepts, storage provisioning, and fault isolation.
  • Experience with remote management tools (iLO, iDRAC, IMM, CIMC, etc.).
  • Advantageous: Knowledge of Dell EMC, HPE, IBM, Lenovo, NetApp hardware.
  • Advantageous: Experience in TPM field service or multi-vendor hardware support.

Qualifications & Experience

  • Diploma/Degree in IT, Computer Engineering, or related field.
  • 2–5 years experience in enterprise hardware support or L2 engineering.
  • Hands-on field support or datacentre environment experience is preferred.

Soft Skills

  • Strong analytical and problem-solving abilities.
  • Clear communication with ability to explain technical issues.
  • Customer-oriented, able to work under SLA response times.
  • Able to work independently and handle onsite situations professionally.

Additional Information

  • Onsite role; may require travel to customer locations and data centres.
  • On-call standby rotation may be required for after-hours support.
  • Multi-vendor TPM environment—exposure to many platforms and technologies.

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