Role Summary The Junior Tier 2 Application Support Engineer is responsible for advanced troubleshooting, incident resolution, and support of enterprise applications. This role acts as an escalation point from Tier 1, ensuring timely resolution of issues and contributing to system stability and continuous improvement. Core Responsibilities Perform advanced troubleshooting and root cause analysis (RCA) for application and integration issues Act as escalation point for Tier 1 service desk tickets Perform effective triaging of incidents using logs, monitoring tools, and system diagnostics Analyze logs, APIs, and database queries to isolate issues Coordinate with development, infrastructure, and vendors for issue resolution Maintain ticket ownership and ensure SLA adherence Document incidents, known errors, and resolutions Participate in problem management and continuous improvement initiatives Must-Have Technical Skills Strong troubleshooting skills for web-based applications Experience with ticketing tools (e.g., Jira, ServiceNow) Basic SQL knowledge (querying databases such as SQL Server or Oracle) Understanding of APIs (REST, JSON) and integrations Familiarity with debugging tools (browser dev tools, Fiddler, Charles Proxy, Postman) Exposure to version control tools (Git) and Agile methodologies Working knowledge of Linux/Unix environments Strong experience in log analysis and triaging Automation & Efficiency Skills (New Expectations) Ability to script simple automation tasks (Python, PowerShell, or shell scripting) Experience automating repetitive support tasks (log collection, health checks, ticket updates) Familiarity with monitoring and alerting tools (e.g., Splunk, Azure Monitor) Understanding of batch jobs, schedulers, or workflow automation Interest in leveraging AI/Copilot tools to improve support productivity Ability to identify opportunities to reduce manual intervention and improve efficiency Hands‑on experience using AI tools (e.g., Microsoft Copilot, GitHub Copilot, AI‑based observability platforms) Use AI for log analysis, anomaly detection, and pattern recognition to accelerate troubleshooting Leverage AI‑powered chatbots or copilots for knowledge retrieval, runbooks, and incident guidance Automate repetitive support tasks such as log collection, ticket updates, and health checks using scripts or AI tools Use AI to summarize incidents, generate RCA drafts, and recommend remediation steps Analytical & Problem‑Solving Skills Strong analytical thinking and structured approach to problem‑solving Ability to distinguish root cause vs symptoms Ability to troubleshoot across multiple systems and dependencies Communication & Collaboration Strong verbal and written communication skills Ability to translate technical issues into business impact Experience working with cross‑functional teams and stakeholders Qualifications Bachelor’s degree in IT, Computer Science, or related field 1–2 years of experience in application support or QA with production exposure Nice to Have Experience with public sector or regulatory environments Familiarity with GO‑ITS standards Bilingual (English/French) Behavioral Expectations Strong ownership mindset and accountability Ability to work with minimal supervision Willingness to support production issues and occasional off‑hours incidents Continuous learning mindset Benefits & Pay Transparency Our Total Rewards package includes competitive pay, performance‑based incentives, and benefits that promote well‑being and work‑life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements. Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to the scope of the role, relevant experience, job‑related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long‑term incentive opportunities. For more information on benefits, visit Legal Compliance Serco complies with all applicable federal, provincial, and local leave laws. This is a Canada‑based role and this position is for an existing vacancy, unless stated otherwise in the job description. #J-18808-Ljbffr