Job Description:

The L2 Technical Support Engineer is responsible for providing advanced troubleshooting and technical support to resolve complex issues escalated from L1 support. This role involves direct interaction with clients, internal teams, and vendors to ensure timely resolution and high customer satisfaction. The L2 support engineer is expected to diagnose problems, identify root causes, implement fixes, and escalate unresolved issues to higher tiers if necessary. This role may also involve documentation, knowledge base updates, and mentoring L1 engineers.

Key Responsibilities:

• Handle escalated support tickets from Level 1 and provide resolution within agreed SLAs.

• Perform in-depth root cause analysis of incidents and recommend permanent fixes.

• Collaborate with L3 engineers, developers, or infrastructure teams for unresolved or critical issues.

• Monitor systems, applications, and networks proactively to detect and resolve potential issues.

• Install, configure, and troubleshoot hardware, software, OS (Windows/Linux), and networking components.

• Maintain documentation related to incident resolutions, known errors, SOPs, and technical guides.

• Contribute to the knowledge base and share best practices with the support team.

• Identify trends in support requests and recommend process improvements or automation opportunities.

• Participate in on-call rotations and provide support during planned maintenance or emergency outages.

• Assist with user onboarding, system upgrades, patch management, and compliance tasks.

Professional Skills:

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

• 2–4 years of experience in technical support, helpdesk, or IT operations.

• Strong troubleshooting skills in Windows/Linux environments.

• Experience with ticketing systems (e.g., ServiceNow, JIRA, Freshdesk).

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).

• Familiarity with Active Directory, Office 365, email clients, and remote desktop tools.

• Knowledge of incident, problem, and change management processes (ITIL preferred).