IT Support Engineer Level2

The IT Support Engineer – Level 2 provides advanced technical support for end users and IT systems. This role resolves escalated issues from Level 1, supports infrastructure and cloud services, and helps maintain secure and reliable IT operations.

Key Responsibilities

• Resolve escalated desktop, application, and system issues within SLA.
• Troubleshoot hardware, software, operating system, and network issues.
• Support Windows/macOS systems, printers, mobile devices, and peripherals.
• Administer Active Directory, user accounts, permissions, and Group Policy.
• Support Microsoft 365 / Exchange (mailboxes, licenses, basic administration).
• Assist with network issues (LAN/WAN, Wi-Fi, VPN, DNS, DHCP).
• Support servers, virtualization, and backup systems.
• Manage user access, endpoint security, patching, and antivirus tools.
• Document incidents, solutions, and procedures in ITSM tools.
• Create knowledge base articles and assist Level 1 engineers.
• Participate in IT projects, upgrades, and on-call/after-hours support as required.

Required Skills & Qualifications

• Strong troubleshooting and analytical skills.
• Knowledge of Windows operating systems and enterprise applications.
• Working knowledge of Active Directory and Microsoft 365.
• Understanding of networking fundamentals.
• Familiarity with ITSM tools (ServiceNow, Jira, Freshservice, etc.).
• Good communication and customer service skills.