We are looking for an experienced IT Support Engineer (L2) to provide advanced technical support and ensure smooth IT operations. The role involves troubleshooting complex issues, supporting end users, and working in rotational/night shifts to maintain 24/7 support.
Key Responsibilities:
Provide Level 2 technical support for hardware, software, and network-related issues
Troubleshoot and resolve escalated tickets from L1 support
Manage incident, problem, and service requests within defined SLAs
Support systems like Windows, Linux, and common enterprise applications
Monitor system performance and ensure uptime
Coordinate with internal teams and vendors for issue resolution
Maintain documentation of issues, solutions, and processes
Ensure compliance with IT policies and security standards
Required Skills:
Strong knowledge of Windows OS, basic Linux systems
Understanding of networking concepts (DNS, DHCP, TCP/IP)
Experience with ticketing tools (ServiceNow, Jira, etc.)
Good troubleshooting and analytical skills
Familiarity with Active Directory, VPN, and remote support tools
Ability to handle multiple issues and prioritize effectively
Qualifications:
Bachelor’s degree in Computer Science, IT, or related field
Work Schedule:
Willingness to work in rotational shifts including night shifts
24/7 support environment
Key Competencies:
Strong communication skills
Customer-focused approach
Problem-solving mindset
Ability to work under pressure