We are looking for a skilled L2 IT Support Engineer to provide advanced technical support for hardware, software, network, and system\-related issues. The candidate will handle escalated tickets from L1 support, troubleshoot technical problems, and ensure smooth IT operations across the organization.
Key Responsibilities
Provide Level 2 technical support for desktops, laptops, printers, and network devices.
Troubleshoot hardware, software, VPN, and connectivity issues.
Handle escalated tickets from L1 support teams.
Install, configure, and maintain Windows OS, Microsoft 365, Outlook, and other applications.
Manage Active Directory, user accounts, permissions, and password resets.
Support LAN/WAN, DNS, DHCP, VPN, and Wi\-Fi related issues.
Perform system upgrades, patch management, and antivirus updates.
Provide remote and onsite technical support to users.
Maintain IT asset inventory and documentation.
Coordinate with L3 teams/vendors for complex issue resolution.
Ensure tickets are resolved within SLA timelines.
Strong knowledge of Windows 10/11 and Microsoft Office 365\.
Hands\-on experience with Active Directory and Outlook.
Knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
Experience with ticketing tools like ServiceNow or Jira.
Good troubleshooting and analytical skills.
Excellent communication and customer handling skills.
Ability to work in rotational shifts and under pressure.