IT Engineer

Job Summary:

The L2 IT Support Engineer provides advanced technical support and acts as an escalation point for L1 engineers. The role involves resolving complex hardware, software, network, and security issues, ensuring system stability, and maintaining IT infrastructure in line with organizational standards.

Key Responsibilities:

• Provide second-level technical support for escalated incidents from the L1 team.
• Diagnose and resolve complex issues related to servers, networks, applications, and user systems.
• Manage installation, configuration, and maintenance of operating systems and enterprise software.
• Monitor and maintain network performance, patching, and system health.
• Perform root cause analysis for recurring issues and implement preventive measures.
• Support Active Directory, DNS, DHCP, Group Policy, and Email (O365/Exchange) administration.
• Coordinate with vendors and OEMs for hardware and software support.
• Document resolutions, create knowledge base articles, and mentor L1 engineers.
• Assist in the implementation of IT security policies and endpoint protection measures.
• Participate in IT audits, patch management, and system upgrades.
• Support infrastructure projects, including server deployments, migrations, and backup management.

Required Skills:

• Strong understanding of Windows/Linux servers and network infrastructure (LAN/WAN, switches, routers, firewalls).
• Hands-on experience with Active Directory, Exchange, and virtualization technologies (VMware/Hyper-V).
• Familiar with ITSM processes and ticketing systems (ServiceNow, Jira, ManageEngine, etc.).
• Ability to analyze logs, monitor system performance, and perform advanced troubleshooting.
• Working knowledge of endpoint security tools (XDR, antivirus, DLP, etc.).
• Excellent communication, documentation, and coordination skills.

Qualifications:

• Bachelor's degree in Computer Science, IT, or related field.
• 2–5 years of experience in IT infrastructure or system administration.
• Certifications preferred:
• Microsoft Certified: Systems Administrator (MCSA) or equivalent
• CompTIA Network+/Security+
• ITIL Foundation
• Cisco CCNA or similar