Apex Systems
Production / Technical Support V
Apex Systems, Charlotte, North Carolina, United States, 28202
L2 Production Support (Triage Call Lead)
Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for a hybrid on-site role in Charlotte, NC for a L2 Production Support (Triage Call Lead) on behalf of our client. Please apply if interested and qualified. Please note that only qualified candidates will be contacted. Position: L2 Production Support Location: Charlotte, North Carolina - 3 days on-site; 2 remote per week Duration: 12+ month W2 Contract Pay Max: $39.96/hr on W2 - paid for hours worked Top Requirements
Proven experience in a contact center environment, ideally having taken customer calls directly. Strong incident management skills, especially in leading triage calls and driving resolution. Excellent communication skills
ability to translate technical issues into clear, concise updates for executive audiences. Ability to work independently, engage cross-functional teams, and take initiative in problem-solving. At least 2 years of experience in a technology discipline (e.g., production support, networking). Familiarity with Splunk and ability to write/edit/run basic queries for initial triage. Nice to Haves
Exposure to Remedy and/or ServiceNow (ticketing systems). Experience with Dynatrace for monitoring. Familiarity with Jira for tracking tasks or incidents. Understanding of database queries and log analysis. Background in production support (L2) or similar hands-on roles. Day-to-Day Responsibilities / Project Specifics
Lead triage calls for widespread or multi-team incidents, ensuring progress is made and calls stay focused. Draft and deliver executive-level summaries of incidents, including status updates, actions taken, and involved teamswritten in clear, non-technical language. Maintain thorough documentation of incidents, follow-ups, and resolutions. Provide Level 2 support for contact center agents and the applications they use to assist customers. Use tools like Splunk to run queries, analyze logs, and perform initial triage before escalating to L3/app support if needed. Collaborate with teams across the organization to resolve issues that may span multiple systems or departments. Apex Benefits Overview Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a retirement plan (401k or local country equivalent) program. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide. EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.
Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for a hybrid on-site role in Charlotte, NC for a L2 Production Support (Triage Call Lead) on behalf of our client. Please apply if interested and qualified. Please note that only qualified candidates will be contacted. Position: L2 Production Support Location: Charlotte, North Carolina - 3 days on-site; 2 remote per week Duration: 12+ month W2 Contract Pay Max: $39.96/hr on W2 - paid for hours worked Top Requirements
Proven experience in a contact center environment, ideally having taken customer calls directly. Strong incident management skills, especially in leading triage calls and driving resolution. Excellent communication skills
ability to translate technical issues into clear, concise updates for executive audiences. Ability to work independently, engage cross-functional teams, and take initiative in problem-solving. At least 2 years of experience in a technology discipline (e.g., production support, networking). Familiarity with Splunk and ability to write/edit/run basic queries for initial triage. Nice to Haves
Exposure to Remedy and/or ServiceNow (ticketing systems). Experience with Dynatrace for monitoring. Familiarity with Jira for tracking tasks or incidents. Understanding of database queries and log analysis. Background in production support (L2) or similar hands-on roles. Day-to-Day Responsibilities / Project Specifics
Lead triage calls for widespread or multi-team incidents, ensuring progress is made and calls stay focused. Draft and deliver executive-level summaries of incidents, including status updates, actions taken, and involved teamswritten in clear, non-technical language. Maintain thorough documentation of incidents, follow-ups, and resolutions. Provide Level 2 support for contact center agents and the applications they use to assist customers. Use tools like Splunk to run queries, analyze logs, and perform initial triage before escalating to L3/app support if needed. Collaborate with teams across the organization to resolve issues that may span multiple systems or departments. Apex Benefits Overview Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a retirement plan (401k or local country equivalent) program. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide. EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.