- 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.