L2 Support Engineer - Incident Management

Position Overview :

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

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)