System Administrator

Overview

Level 2 Tools & Process Engineer

• We are looking for an experienced and detail-oriented Level 2 Tools & Process Engineer to join our growing IT Operations team.
• The ideal candidate will be responsible for managing ITSM tools, supporting operational processes, implementing enhancements, and ensuring smooth day-to-day administration of enterprise tools and processes.
• 🔹 Key Responsibilities:
• Manage and administer ITSM tools and operational processes
• Troubleshoot ITSM tools and continuously improve tool/process implementation
• Gather operational requirements and recommend process enhancements
• Coordinate with L3 teams/vendors for permanent fixes and resolutions
• Implement fault fixes, patches, and problem management solutions
• Handle Change & Configuration Management activities
• Implement changes as per agreed change management procedures
• Provide support for Asset Management activities
• 🔹 Required Skills:
• Strong verbal and written communication skills
• Excellent customer service orientation and teamwork skills
• Strong analytical and organizational abilities
• Attention to detail, adaptability, and professionalism
• Ability to work under pressure with resilience and stress tolerance

🔹 Education & Technical Requirements

• University Degree in Computer Science or related field (or equivalent experience)
• ITIL Foundation Certification mandatory
• Minimum 5 years of experience in process and tools management/build activities
• Hands-on experience with ManageEngine tools
• Good knowledge of:

• Network Performance Monitor

• Traffic Analyzers
• Configuration Manager

• Server & Application Monitor

• Virtualization Manager
• Operations Console
• 🔹 Additional Knowledge:
• Proficiency in Microsoft Word, Excel, Outlook, PowerPoint, and Adobe Acrobat
• 📩 If you are passionate about ITSM tools, process improvement, and enterprise operations support, we’d love to hear from you.
• Please share an updated resume at tahir@mindtelgloble.com