L1 L2 Support Engineer

Job description

• Provide expert-level technical support to resolve complex hardware, software, and network issues escalated from L1 and L2 teams.
• Perform in-depth troubleshooting and root cause analysis to identify the underlying causes of critical incidents.
• Develop and implement permanent solutions, including patches, workarounds, and configuration changes.
• Collaborate with development teams, vendors, and other IT departments to resolve issues and implement solutions.
• Manage and maintain critical IT infrastructure and applications to ensure stability and reliability.
• Monitor system performance, identify potential issues proactively, and implement preventative measures.
• Create and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting procedures, and system architecture diagrams.
• Provide guidance, mentorship, and training to L1 and L2 support engineers.
• Participate in on-call rotations to provide 24/7 support for critical incidents.
• Contribute to the development and improvement of support processes and procedures.
• Stay up-to-date with the latest technologies and industry best practices.
• May be involved in system design, implementation, and upgrades.
• Communicate effectively with customers and internal stakeholders regarding issue status and resolution.

Key skills:

• Strong troubleshooting skills in Windows
• Experience with networking protocols, firewalls, VPNs, and security best practices.
• Hands-on experience with Active Directory, DNS, DHCP, Office 365, print server and cloud platforms (Azure).
• Hands-on Experience with Microsoft Office 365 and Azure AD
• Proficiency in ticketing systems (Autotask).
• Familiarity with virtualization technologies (Hyper-V, etc.).
• Knowledge of SQL databases and scripting.
• Must have work experience with USA and Australia client
• Excellent communication and customer service skills

Job Type: Full-time

Pay: ₹25,000.00 - ₹80,000.00 per month

Shift:

• Rotational shift

Language:

• English Fluent (Required)

Work Location: In person