L2 Desktop & Networking Support Engineer

Role Overview

The L2 Desktop & Networking Support Engineer is responsible for providing advanced technical support for end-user systems, network operations, IT infrastructure, and security controls. This role involves troubleshooting complex issues, managing network devices, supporting Linux / Windows servers, and ensuring smooth day-to-day IT operations with a strong focus on compliance (SOC 2, ISO 27001, CERT-In).

Key Responsibilities

End-User & Desktop Support

Provide L2 technical support for laptops / desktops (Windows, macOS, Linux).

Troubleshoot OS, hardware, application, Outlook / Gmail, VPN, printing, and performance issues.

Manage device onboarding / offboarding including user provisioning, access control, and asset updates.

Install, configure, and patch OS & applications.

Coordinate with L1 for escalations and closure of technical tickets.

Network Administration

Manage and troubleshoot LAN / WAN issues, DHCP / DNS, routing, switching & Wi-Fi.

Configure and monitor VLANs, trunk / access ports, DHCP scopes, and DNS forwarders.

Basic firewall operations (Sophos, Palo Alto) including :

Rule modification

NAT / Port forwarding

IP whitelisting

Monitoring logs & alerts

Manage enterprise Wi-Fi (Netgear / Aruba / Cisco) including SSID setup, channel optimization, and guest network isolation.

Server & Linux Support

Basic administration of Linux systems (Rocky / Ubuntu / CentOS).

Manage user accounts, permissions, SSH keys, sudoers, and systemd services.

Troubleshoot server boot issues, LVM / partition management, disk alerts, and system performance.

Support for hypervisors – VMware / Hyper-V / Harvester (basic operations).

Security & Compliance Support

Support SOC 2, ISO 27001, CERT-In compliance activities.

Maintain logs, monthly reports, patch status, antivirus compliance & asset inventory.

Assist in vulnerability management, patch cycles & hardening checks.

Ensure clear desk / clear screen, USB control, and access policies are followed.

Assist in preparing audit evidence and documentation.

IT Infrastructure Operations

Monitor servers, network devices, APs, printers, UPS & storage health (Nagios / Zabbix / PRTG).

Manage IT assets, license tracking, vendor coordination, and procurement follow-up.

Support meeting rooms (Wi-Fi, projectors, BenQ boards, VC setup).

Provide support for office relocations, cabling, and hardware setups.

Required Skills

Strong knowledge of Windows, macOS & Linux troubleshooting.

Hands-on experience with VLANs, DHCP, DNS, switching (D-Link / Netgear / Aruba / Cisco).

Familiar with firewalls : Sophos, Palo Alto, Fortinet (basic rule / NAT changes).

Understanding of TCP / IP, routing, SSH, RDP, VPN, MTU, packet flow.

Experience with ITSM tools, ticket handling, and incident / change management.

Ability to generate and maintain compliance reports.

Good to Have

RHCSA / RHCE, CCNA, Security+, or similar certifications.

Experience with cloud platforms (AWS / Azure) – basic connectivity troubleshooting.

Knowledge of hypervisors (VMware / Hyper-V / Harvester).

Understanding of SOC 2, ISO 27001, CERT-In requirements.

Soft Skills

Strong communication and documentation skills.

Ability to work independently and handle high-priority incidents.

Customer-centric mindset with ownership & accountability.

Problem-solving and analytical thinking.

Education

Bachelor’s degree in Computer Science, IT, Electronics, or related field.

Relevant certifications preferred (RHCSA, CCNA, ITIL).