L2 Core Systems Support Engineer

growwithstow; Ovar; Remote; EUR 32,000 - 52,000; Full time

Job summary

stow, located in Ovar, Portugal, is seeking an L2 Core Systems Support Engineer to restore services quickly, resolve incidents, and reduce repeat issues. The role covers core infrastructure services, collaboration with L1/L3 teams, and external partners to maintain system stability and enable continuous improvement.

The ideal candidate has a IT degree, 3–5 years of infrastructure experience, ITIL knowledge, and professional English communication.

Qualifications

• Bachelor’s degree in IT or equivalent experience.
• ITIL Foundation (preferred) or demonstrable experience with ITIL-based processes.
• Professional English communication.

Responsibilities

• Resolve incidents escalated from L1 and execute standard service requests.
• Perform structured troubleshooting, document timelines, logs, actions, and workarounds.
• Handle identity/access requests and follow security policies.
• Execute low-risk changes with validation and rollback readiness.
• Monitor health/capacity, manage alerts, participate in major incidents.
• Escalate unresolved incidents to L3 with clear context and recommendations.
• Coordinate with vendors/hosting partners and keep stakeholders informed.
• Support patching, backups, recovery, and propose automation.
• Maintain knowledge articles/runbooks and share learnings with L1.

Skills

English proficiency

Documentation

Education

Bachelor’s degree in IT

Tools

Windows Server

VMware

Active Directory

DNS/DHCP/GPO

Backup concepts

Microsoft 365 (Entra ID, Exchange Online, Intune)

Monitoring tools

Azure

ITSM tooling

PowerShell

Citrix

Job description

stowis one of the leading suppliers of storage solutions. Our core activity is the development, manufacturing and installation of top-quality racking systems for the storage of palletized or small goods and longer items, as well as mezzanine structures.

Location:

Ovar

, Portugal

Job Description

Based in Ovar, Portugal, the L2 Core Systems Support Engineer restores service quickly, resolves incidents and requests within agreed SLAs, and reduces repeat issues through solid troubleshooting, documentation, and contribution to problem management. The role supports core infrastructure services (e.g., Windows/Linux servers, virtualization, identity and access, backups, monitoring) and collaborates closely with L1 Service Desk, L3 Experts, and external partners to maintain stability and enable continuous improvement. Complex or high-risk issues are escalated to L3 with straightforward evidence and recommended next steps.

As aL2 Core Systems Support Engineer, you:

• Resolve incidents escalated from L1 (servers, virtualization, identity, and core infrastructure) and execute standard service requests using approved procedures and runbooks.
• Perform structured troubleshooting, apply permanent fixes where possible, and provide high-quality documentation (timeline, logs, actions taken, workaround/fix).
• Handle identity/access-related requests within agreed policies (e.g., group membership, permissions) and follow security and approval requirements.
• Execute low-risk, pre-approved changes with validation and rollback readiness; perform post-change checks and operational handover.
• Monitor health and capacity, act on alerts, and participate in major incidents (bridge calls, updates, post-incident documentation).
• Escalate to L3 for unresolved incidents after defined steps, architectural/design decisions, non-standard changes, or high-risk production impact—providing clear technical context and recommendations.
• Coordinate with vendors/hosting partners for hands-and-eyes tasks and follow up on tickets to closure; keep stakeholders informed.
• Support patching, updates, backups, and recovery activities; propose automation (e.g., PowerShell) and improvements to reduce repeat work.
• Maintain and improve knowledge articles/runbooks and share learnings with L1 to increase first-time resolution.

Qualifications

• Bachelor’s degree in IT (or equivalent through experience).
• Typically, 3–5 years of experience in system administration / infrastructure support in an enterprise environment.
• ITIL Foundation (preferred) or demonstrable experience working in ITIL-based processes.
• Language requirements: professional communication in English.

Technical Skills

• Valuable experience with Windows Server environments.
• Working knowledge of:
  • Virtualization platforms (VMware or equivalent) or demonstrable equivalent experience
  • Active Directory and related services (DNS, DHCP, GPO)
  • Backup and recovery concepts
• Basic understanding of networking concepts.
• Experience with ITSM/ticketing workflows and tooling (e.g., incident, problem, change management).
• Working knowledge of Microsoft 365 services, specifically operational management of Entra ID, Exchange Online and Intune.
• Working knowledge of monitoring/alerting concepts and tools (triage, thresholds, event correlation)
• Understanding of Public cloud environments (preferably Microsoft Azure)
• Experience working in a datacenter or enterprise infrastructure environment.
• Scripting/automation experience is a plus (e.g., PowerShell).
• Linux knowledge is a plus.
• Experience with virtual application delivery through Citrix is considered a plus.