Job Summary
• Position Title: Tools Support Engineer – L2 (Tussom Service Desk)
• Core Focus: Platform administration, advanced troubleshooting, and module integration.

Key Responsibilities
1. Tussom Platform & Service Desk Administration
• Configure and maintain Tussom ITSM modules including Incident, Problem, Change, and Knowledge Management.
• Design custom DIY workflows, form templates, and highly configurable Service Catalogues using Tussom’s zero-code/low-code platform.
• Manage role-based access control (RBAC), user dashboards, and tenant-specific configurations in a multi-tenant architecture.
• Enforce SLA management rules, automating complex notifications and routing behaviors 2. Advanced Troubleshooting & L2 Support
• Resolve complex technical escalations from L1 Service Desk agents that cannot be fixed via standard scripts.
• Perform deep log analysis and run diagnostics to pinpoint system or connectivity bottlenecks.
• Apply backend data fixes, run complex SQL queries,



and optimize tool data pipelines.
• Isolate software bugs vs. setting-related infrastructure errors before routing to the L3/Product Engineering team. Asset Management (ITAM) & Discovery
• Administer the tussom CMDB, ensuring clean mapping of entire Asset Lifecycles from procurement to disposal.
• Manage auto-discovery mechanisms leveraging SNMP, SSH, and lightweight discovery agents.
• Troubleshoot tracking gaps in hardware repairs and software license compliance. 4. Integration & Operations Maintenance
• Maintain and troubleshoot bi-directional integrations utilizing REST APIs, Web Services, and Postman.
• Ensure directory service syncs (Active Directory / LDAP), email server gateways, and communication webhooks remain healthy.
• Build automated analytics reports and executive dashboards within tussom’s native Business Intelligence engine.

📌 Tools Engineer (India)
🏢 Yotta Data Services Private
📍 India