L2 Support Engineer

Job Description

L2 Job Overview:

We are looking for a skilled and proactive L2 Support Engineer to join our IT Support team. The L2 Support Engineer will be responsible for providing advanced technical support and troubleshooting for users experiencing complex technical issues. In this role, you will handle escalated cases from L1 support, resolve issues that require deeper technical expertise, and ensure smooth operations of IT systems and infrastructure. The ideal candidate should have strong technical knowledge, excellent problem-solving skills, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:

1) Provide second-line technical support for software, networking issues that require more advanced troubleshooting and resolution.

2) Analyze and diagnose complex issues reported by users, escalating problems to L3 support if necessary.

3) Work closely with L1 support to understand issues and assist in resolving recurring or advanced problems.

4) Support and manage the administration of systems, servers, and networks.

5) Ensure timely resolution of escalated service tickets and meet service level agreements (SLAs).

6) Provide guidance and mentorship to L1 support staff, helping them troubleshoot and resolve common issues.

7) Maintain and update technical documentation for common problems, troubleshooting steps, and solutions.

8) Perform root cause analysis and collaborate with other teams to prevent recurring issues.

9) Help with system backups, patching, and updates to ensure systems remain secure and up-to-date.

10) Monitor and troubleshoot system performance, including servers, network devices, and user devices.

11) Assist with the configuration and maintenance of enterprise-level applications and services.

12) Work on IT projects related to system upgrades, new technology deployments, and system optimizations.

13) Ensure proper escalation procedures are followed when issues cannot be resolved at the L2 level.

14) Work on a rotating shift schedule to provide continuous support 24/7, 1 year contract, the candidate should be available with valid QID. Contract can be 1 year renewable.

Qualifications:

1) Bachelor's degree in Information Technology, Computer Science, or related field (preferred).

2) Proven experience in an L2 support role (4 to 6+ years), or a strong background in technical troubleshooting and support.

3) Deep understanding of operating systems (Windows, Linux) and application support.

4) Advanced knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, and firewalls.

5) Strong experience with server administration and management (Windows Server, Linux Server).

6) Familiarity with virtualization technologies (VMware, Hyper-V) and cloud platforms (AWS, Azure).

7) Knowledge of databases like mongoDB, SQL, including basic administration and troubleshooting.

8) Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) and service management tools.

9) Excellent problem-solving and analytical skills, with the ability to quickly diagnose and resolve issues.

10) Strong communication skills, with the ability to explain technical concepts to non-technical users.

11) Ability to prioritize tasks, manage time efficiently, and handle multiple requests simultaneously.

12) Customer-focused, with a strong commitment to delivering high-quality service.

13) Ability to work both independently and collaboratively in a team environment.

Preferred Skills (Optional):

1) Experience with scripting languages (e.g., PowerShell, Linux script).

2) Knowledge of Postman API, SoupUI, MongoDB, SQL.

3) Experience with monitoring tools (e.g., Grafana, Whatapp).