Kerja Sepenuh Masa, IT Support Engineer - Sitecore Tech di Net2Source Inc. Federal Territory - Maukerja

Key Responsibilities

• Provide L1 and L2 production support for Sitecore-based web applications and digital experience platforms.
• Monitor application availability, performance, scheduled jobs, integrations, publishing queues, and system health.
• Analyze, troubleshoot, and resolve incidents related to Sitecore CMS, content publishing, workflows, templates, components, search, caching, and user access.
• Perform initial triage, root-cause analysis, and escalation for application, infrastructure, deployment, and integration issues.
• Support content authors and business users with Sitecore Content Editor, Experience Editor, media library, workflow, and publishing-related queries.
• Coordinate with development, QA, DevOps, infrastructure, and third-party teams for issue resolution and release support.
• Track incidents, service requests, changes, and problem tickets using ITSM tools such as ServiceNow, Jira, or equivalent platforms.
• Prepare support documentation, knowledge articles, runbooks, SOPs, and troubleshooting guides.
• Support deployments, validations, smoke testing, and post-release monitoring across lower and production environments.
• Ensure adherence to SLA, incident management, change management, security, compliance, and operational governance processes.

Required Skills and Experience

• 4–6 years of overall IT experience with at least 2 years of support experience in Sitecore-based applications.
• Good understanding of Sitecore CMS concepts, including content tree, templates, layouts, renderings, workflows, publishing, indexing, and caching.
• Hands-on experience supporting Sitecore XP/XM platforms; exposure to Sitecore 9.x or above is preferred.
• Working knowledge of .NET, C#, ASP.NET MVC, IIS, SQL Server, HTML, CSS, JavaScript, and REST/API integrations.
• Experience troubleshooting Solr search, Sitecore indexing, publishing failures, broken links, content synchronization, and environment-related issues.