L2 Core Systems Support Engineer

About the role

STOW, a supplier of storage solutions, is hiring a full-time L2 Core Systems Support Engineer based in Ovar, Portugal. The role restores service quickly, resolves incidents and requests within agreed SLAs and reduces repeat issues through solid troubleshooting, documentation and contribution to problem management. It supports core infrastructure services such as Windows/Linux servers, virtualization, identity and access, backups and monitoring, and works closely with L1 Service Desk, L3 experts and external partners.

Key responsibilities

• 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 document timelines, logs, actions taken and workarounds.
• Handle identity and access requests within policy, and execute low-risk, pre-approved changes with validation and rollback readiness.
• Monitor health and capacity, act on alerts and take part in major incidents, including bridge calls and post-incident documentation.
• Escalate to L3 for unresolved incidents, providing clear technical context and recommendations.
• Coordinate with vendors and hosting partners, follow up tickets to closure and keep stakeholders informed.
• Support patching, updates, backups and recovery, and propose automation (e.g. PowerShell) to reduce repeat work.
• Maintain knowledge articles and runbooks and share learnings with L1.

Required profile

• Bachelor's degree in IT (or equivalent through experience).
• Typically 3-5 years of experience in system administration or infrastructure support in an enterprise environment.
• Professional communication in English.
• Preferred: ITIL Foundation or demonstrable experience in ITIL-based processes.
• Experience in a datacenter or enterprise infrastructure environment; contributing to infrastructure modernization projects.

Required skills

• Windows Server environments (valuable experience)
• Virtualization platforms (VMware or equivalent)
• Active Directory, DNS, DHCP, GPO
• Backup and recovery concepts, basic networking
• ITSM/ticketing workflows (incident, problem, change management)
• Microsoft 365: Entra ID, Exchange Online, Intune
• Monitoring/alerting tools and public cloud (preferably Microsoft Azure)
• PowerShell scripting and Linux are a plus; Citrix is a plus