Job Title: Technical Support Engineer – L2

Job Summary:

We are looking for a proactive and skilled L2 Technical Support Engineer to provide in-depth technical assistance to clients and internal teams. The ideal candidate will act as an escalation point for Level 1 support and will be responsible for troubleshooting complex technical issues, maintaining service quality, and ensuring timely resolution. This role demands strong problem-solving skills, a deep understanding of system infrastructure, and excellent customer communication abilities.

Key Responsibilities:

• Act as the second level of support for technical issues raised by customers or internal users.
• Investigate, diagnose, and resolve escalated issues from the L1 support team within defined SLAs.
• Perform root cause analysis and provide long-term solutions for recurring issues.
• Document troubleshooting steps, solutions, and technical guides to enhance the knowledge base.
• Escalate unresolved issues to L3 support or development teams with detailed analysis.
• Collaborate with engineering and infrastructure teams to improve system performance and reliability.
• Monitor systems and applications proactively using tools like Nagios, Zabbix, or SolarWinds.
• Participate in on-call rotation and provide after-hours support as needed.
• Conduct user training or knowledge transfer sessions when required.
• Follow ITIL practices for incident, problem, and change management.

Required Technical Skills:

• Operating Systems: Windows Server (2016/2019), Linux (Ubuntu, CentOS, RHEL)
• Networking: Understanding of TCP/IP, DNS, DHCP, VPN, Firewalls, Routing & Switching
• Scripting: PowerShell, Bash, or Python for automation and troubleshooting
• Cloud Platforms (Preferred): AWS, Azure, or Google Cloud basics
• ITSM Tools: ServiceNow, Jira, BMC Remedy
• Remote Support Tools: TeamViewer, AnyDesk, Remote Desktop Services
• Virtualization: VMware, Hyper-V
• Monitoring Tools: Nagios, Zabbix, PRTG, SolarWinds
• Databases (Basic Knowledge): MySQL, SQL Server, or PostgreSQL
• Security & Compliance: Understanding of endpoint security, patch management, and vulnerability scanning