Job Description

Job Scope

Overview

The Level 2 Backend System Engineer is responsible for advanced troubleshooting, incident resolution, and operational support across backup platforms (Druva, Acronis, Veeam), endpoint security (Sophos), Microsoft 365 services, Windows Server environments, and monitoring tools (PRTG, Wazuh, Zabbix).
This role handles escalations from Level 1, ensures service stability, performs root-cause analysis, and executes remediation activities within SLA.

Key Responsibilities

1. Backup & Recovery (Druva, Acronis, Veeam)

Handle Level 2 troubleshooting of backup failures, job delays, agent issues, and storage-related problems. Perform file-level, VM-level, and mailbox-level restores based on customer requests. Review daily backup reports and take corrective action on failed or incomplete jobs. Optimize backup schedules, retention settings, and data protection policies.

2. Endpoint Security (Sophos Endpoint Protection)

Monitor and respond to Sophos alerts (malware, exploits, suspicious behavior). Assist with policy tuning, device control, tamper protection, and isolation workflows. Troubleshoot agent deployment, update issues, and connectivity to Sophos Central.

3. Microsoft 365 Support

Provide support for Exchange Online, SharePoint, OneDrive, Teams, and Entra ID (Azure AD). Troubleshoot mail flow, message trace, authentication, licensing, and user provisioning. Assist with MFA, Conditional Access, and security/compliance configurations. Execute PowerShell scripts for bulk operations or reporting.

4. Microsoft Server OS

Troubleshoot Windows Server issues including AD, DNS, DHCP, GPO, RDP, and performance issues. Perform service restarts, log analysis, disk space cleanup, and event investigation. Support VM-hosted servers and OS-related incidents referred by L1 or monitoring.

5. Monitoring Tools (PRTG, Wazuh, Zabbix)

Monitor system health, performance, and alerts from PRTG, Wazuh, and Zabbix. Investigate and resolve triggered alerts (CPU/RAM spikes, disk issues, service downtime, anomalies). Configure sensors, agents, thresholds, notification rules, and dashboards. Reduce alert noise by tuning and optimizing monitoring dependencies.

6. Incident & Escalation Management

Handle L2 incidents escalated from L1 and ensure timely resolution within SLA. Perform detailed troubleshooting using logs, traces, and diagnostics. Liaise with vendors when required for complex product-specific issues. Provide RCA (Root Cause Analysis) for recurring or major incidents.

7. Documentation & Knowledge Sharing

Maintain knowledge base articles and troubleshooting guides. Mentor Level 1 engineers and support onboarding of new technical staff.

Education & Certifications

Diploma in Computer Science, Information Technology, Engineering, or related field Professional certifications (nice to have):

Veeam Certified Engineer (VMCE)

Acronis Cyber Protect Cloud Certifications

(Acronis Certified Engineer / Professional)

Druva Certifications

(Druva Cloud Administrator or Specialist)

Sophos Certified Engineer

Sophos Certified Administrator

Microsoft 365 Fundamentals (MS?900)

Microsoft 365 Administrator Certification (MS?102)

Azure Fundamentals (AZ?900)

Identity & Access Administrator (SC?300)

Windows Server Hybrid Administrator (AZ?800 / AZ?801)

Zabbix Certified Specialist / Professional

PRTG Monitoring Professional Training

(Vendor-provided)

Wazuh Fundamentals / Wazuh Certified Analyst

At least 3 years of backend engineering or system engineering experience Experience supporting production systems with uptime and performance SLAs Experience troubleshooting and resolving system/application issues
Job Types: Full-time, Permanent

Pay: RM6,000.00 - RM8,000.00 per month

Benefits:

Additional leave Opportunities for promotion
Work Location: In person