L2 Level IT Engineer

Job description :

We are looking for a skilled and proactive L2 Engineer to join our technical team. The L2 Engineer will be responsible for handling escalated technical issues, providing in-depth troubleshooting, and ensuring smooth resolution of incidents that cannot be resolved at the L1 level. This role requires strong technical expertise, problem-solving skills, and the ability to work collaboratively with cross-functional teams.

Key Responsibilities

Handle incidents, service requests, and escalations from the L1 support team.

Perform advanced troubleshooting, root cause analysis, and provide timely resolutions.

Monitor systems, applications, and infrastructure to ensure high availability and performance.

Collaborate with L3 engineers, development teams, and vendors for complex issue resolution.

Document solutions, knowledge articles, and update standard operating procedures.

Provide guidance, mentoring, and support to L1 engineers.

Participate in on-call rotations, incident response, and after-hours support as required.

Ensure compliance with SLAs, IT policies, and security standards.

Assist in system upgrades, patches, and maintenance activities.

Identify recurring issues and recommend long-term solutions to improve service stability.

Required Skills & Qualifications

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

2–5 years of experience in IT support or technical engineering roles.

Strong knowledge of operating systems.

Experience with troubleshooting hardware, software, and infrastructure issues.

Familiarity with ITSM tools (ServiceNow, Jira, or similar).

Basic Knowledge of firewall, networking and server is must.

Strong analytical and problem-solving skills with attention to detail.

Excellent communication and customer-handling skills.

Ability to work independently and in a team environment under pressure.