L2 Support Engineer - Incident Management

Position Overview

We are looking for an experienced L2 Support Engineer to join our team.

Responsibilities

The ideal candidate will be responsible for providing advanced technical support, managing IT infrastructure, and ensuring smooth day-to-day operations across networks, servers, and end-user Responsibilities :

• Provide L2-level troubleshooting and technical support for hardware, software, server, control system, and networking issues.
• Manage and maintain LAN, network devices, connectivity, and firewall configuration / monitoring across the organization.
• Administer and monitor servers (Windows Server, Active Directory, IIS, DNS, DHCP), ensuring uptime, performance, and security.
• Support and maintain 120 desktops / laptops including operating system installation, configuration, upgrades, and Microsoft Server / Desktop OS.
• Manage peripherals administration, including printers, backup devices, and print server management.
• Manage and maintain 10 NAS (Network-Attached Storage) devices, ensuring data availability, storage, and backups.
• Computer systems administration and operating system management practices.
• Installation of all software, user accounts & password management, and virus prevention.
• Total asset management of systems, spares, licensed software, and media.
• Maintain documentation of incidents, resolutions, IT infrastructure, and various reports / SOPs.
• IT call management system usage with zero miss out in user and IT call acceptance, allocation, resolution, communication, and reporting.
• Accepting, allocating, and resolving user desk calls as per assured SLA with daily call / work status updates.
• Managing support engineer team (HO + other locations) and maintaining proper office behavior, communication within the team and IT area.
• Coordinating IT projects and ensuring task completion through the support engineer team at various locations.
• Maintaining spares inventory, laptops, and other IT material management for day-to-day support calls.
• Escalate unresolved issues to vendors, coordinating resolution promptly.
• Assist in implementing IT policies, procedures, best practices, and strict implementation of critical task processes / SOPs.
• Analyzing & documenting requirements related to IT systems and processes.
• Strong communication to present and explain complex technical issues, with excellent diagnostic, troubleshooting, and problem-solving skills.
• Customer focused, with the ability to prioritize and manage multiple tasks in a fast-paced support environment while serving a diverse group of internal and external :
• Bachelors degree in Computer Science, IT, or related field.
• 35 years of experience in IT support, system administration, or networking (preferably L2 level).
• Strong knowledge of LAN / WAN, TCP / IP, DHCP, DNS, VPN, and firewall technologies.
• Hands-on experience with Windows / Linux server administration.
• Familiarity with NAS storage management and backup solutions.
• Good knowledge of desktop OS (Windows / Mac), troubleshooting, and patch management.
• Relevant certifications (e.g., CCNA, MCSA, CompTIA Network+ / Security+) will be a plus.

Working hours will be 9AM to 6 PM.

The working days will be Monday to Saturday, with the 2nd and 4th Saturdays of each month off.

(ref : hirist.tech)

Skills Required

Asset Management, Mcsa, Windows Server, Wan, Active Directory, Ccna, Dns, Patch Management, Dhcp, Vpn, Firewall Configuration, Iis, Lan, Linux Server Administration