IT Service Engineer -L2

Job Description

About the Role

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The L2 Service Engineer handles escalated incidents and service requests that the L1 service desk cannot resolve. The role involves hands-on troubleshooting across endpoints, network, and Microsoft 365, and supports the security and operational standards set by IT leadership.

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Key Responsibilities

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• Resolve escalated tickets within SLA, and escalate to L3 or vendors with clear diagnostics where needed.
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• Troubleshoot Windows, macOS, and Linux endpoints, including OS, drivers, applications, and performance issues.
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• Provide M365 support: user and mailbox administration, Teams, SharePoint/OneDrive, licensing, MFA resets, and Intune enrollment and compliance.
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• Support Active Directory / Entra ID tasks such as account provisioning, group policies, and access management.
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• Diagnose network issues (LAN, Wi-Fi, VPN, DNS, DHCP) and coordinate with the network team on switch and firewall changes.
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• Perform patching, software deployment, and endpoint hardening using the approved tooling.
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• Assist with EDR/antivirus alerts, phishing reports, and first-level security incident handling.
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• Manage asset inventory, onboarding/offboarding, and hardware provisioning.
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• Support lab and engineering workstations, including isolated or restricted-network machines.
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• Maintain accurate ticket records, knowledge base articles, and SOPs; identify recurring issues for problem management.
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• Mentor L1 staff and share troubleshooting knowledge.
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Required Qualifications

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• Diploma or Bachelor's degree in IT, Computer Science, Electronics, or equivalent.
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• 3–5 years of experience in IT support, including at least 1 year at L2 level.
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• Solid knowledge of Windows and M365 administration, Active Directory, and basic Intune.
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• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLAN, VPN).
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• Experience with ticketing/ITSM tools and SLA-driven support.
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Preferred Qualifications

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• Certifications such as CompTIA A+/Network+, CCNA, Microsoft MD-102 / MS-900 / AZ-104, ITIL Foundation.
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• Basic Linux administration and scripting (PowerShell, Bash).
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• Exposure to EDR tools, backup solutions, and remote support platforms.
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Key Competencies

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Structured troubleshooting, clear written and verbal communication, customer-first attitude, willingness to work in shifts or on-call rotations where needed, and attention to security hygiene.