L2 System Support Engineer

ABOUT US

At TOPPAN Security, our mission is to shape a meaningful, technology-driven future by being a global leader in mission-critical identity and payment technologies.

We serves as the international development arm of the TOPPAN Group in the security domain founded in 1900. TOPPAN is a trusted Japanese brand renowned for its commitment to exceptional quality. Building on this legacy, we combine bold ideas, deep sector expertise, and collaborative intelligence to deliver secure, future-ready solutions.

Our culture is grounded in four core values: Agility, Ownership, Resilience, and a Sense of Fun. We move fast, lead with accountability, grow through challenges, and bring positive energy into everything we do.

Join us and be part of a global, collaborative team where trust and innovation drive everything we do.

ABOUT THE ROLE

We are looking for a full-time L2 System Support Engineer with 3–5 years of professional, hands-on experience in IT system support to provide technical support across our software, systems, and hardware environments. You will act as an escalation point beyond first-line support, resolving more complex issues across networking, servers, firmware, and applications, while understanding how the frontend, backend, and database layers work together. This role requires strong troubleshooting skills, the ability to analyze logs and identify root cause, and the discipline to document findings clearly for the wider team.

Key Responsibilities

• Provide L2 technical support across the software stack, systems, and hardware, resolving escalations from L1 support.

• Install, configure, and upgrade software, drivers, and firmware across servers, workstations, and network/hardware devices.

• Diagnose and resolve networking issues, including connectivity, routing, DHCP, and switch/LAN/WAN-level problems.

• Administer and support Linux and Windows Server environments, including Active Directory and Group Policy configuration.

• Analyze system, application, and network logs to identify the root cause of issues and guide remediation.

• Understand and work within the high-level system architecture, including infrastructure, frontend, backend, and database application flows, to accurately scope and triage issues.

• Prepare and maintain clear, structured documentation, including Standard Operating Procedures (SOPs), runbooks, and knowledge base articles.

• Lead or contribute to incident root cause analysis (RCA), documenting findings and recommending preventive actions.

• Escalate unresolved or complex issues to L3/engineering teams with clear context, logs, and reproduction steps.

• Support planned maintenance activities such as firmware upgrades, patching, and version upgrades with minimal disruption.

• Collaborate with infrastructure, development, and QA teams to resolve cross-functional issues.

• Contribute to continuous improvement of support processes, tooling, and documentation.

Core Competencies & Required Skills

• 3–5 years of professional, hands-on experience in an IT system support role (L1/L2 or similar).

Software, Drivers & Version Management

• Experience installing, configuring, and upgrading software and drivers across systems.

• Ability to plan and execute version upgrades with attention to compatibility and rollback options.

Networking

• Solid understanding of core networking concepts and tools: ping, traceroute, IP addressing, and subnetting.

• Hands-on experience with DHCP and static routing configuration.

• Working knowledge of switches, LAN, and WAN environments, and the ability to troubleshoot connectivity issues.

Systems Administration

• Hands-on experience administering Linux systems (command line, services, permissions, troubleshooting).

• Experience with Windows Server administration, including Group Policy and Active Directory management.

Firmware & Hardware

• Experience performing firmware installations and upgrades across servers, network devices, and peripheral hardware.

• Ability to diagnose and resolve hardware-related issues in coordination with vendors when needed.

Documentation & Process

• Strong ability to produce clear, structured documentation, including SOPs and technical guides.

• Experience preparing incident root cause analysis (RCA) reports with clear findings and corrective actions.

System & Application Understanding

• Ability to understand high-level system architecture and infrastructure layouts.

• Working knowledge of how frontend, backend, and database layers interact within an application, to support effective troubleshooting.

Troubleshooting & Analysis

• Strong log analysis skills across systems, applications, and network devices to identify root cause.

• Methodical, structured approach to diagnosing and resolving technical issues.

Nice to Have

• Familiarity with monitoring/observability tools such as Grafana, Prometheus, or Loki.

• Exposure to virtualization or containerized environments (e.g., Docker, Kubernetes).

• Basic scripting skills (e.g., Bash, PowerShell) for automating routine support tasks.

• Experience with ticketing/ITSM systems for incident and change management.

Soft Skills & Other Requirements

• Strong teamwork, communication, and collaboration skills, working across support, infrastructure, and engineering teams.

• Fluency in English, spoken and written.

• Strong attention to detail and a methodical approach to problem-solving.

• Ability to remain calm and structured when handling escalated or high-pressure incidents.

• Good time management skills, able to prioritize across multiple concurrent issues.

• A proactive mindset, with a willingness to learn new systems and technologies.

What We Offer

• The opportunity to work across a broad technology stack spanning software, systems, and hardware.

• A collaborative support and engineering culture with room for professional growth.

• Exposure to real-world infrastructure, networking, and application troubleshooting at scale.

TOPPAN is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, color, religion, national origin, veteran status, or disability.