Position Description & Qualifications

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

Company Overview

Serco Canada Inc. strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. 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.

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

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. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [email protected].