IT Technical Support Engineer

The Level 2 (L2) Engineer is responsible for providing intermediate-level technical expertise and support within their area of specialization. As a key member of the engineering or support team, the L2 Engineer handles tasks, procedures, including analyzing and resolving moderately complex technical issues, collaborating with other teams for escalations, and contributing to process improvements.

Key Responsibilities:

·       First point of contact for end-users via phone, email, chat, or ticketing system.

·       Log and categorize support tickets in the ITSM system.

·       Troubleshoot and resolve IT issues: password resets, printer issues, network connection, email problems, etc.

·       Provide timely communication and escalate unresolved tickets as needed.

·       Resolve escalated technical issues requiring advanced troubleshooting.

·       Support configuration, deployment, and testing of Linux-based applications and services.

·       Diagnose and troubleshoot OS-level issues including boot failures, kernel panics, file system errors, and permission problems

·       Monitor system performance and resource utilization using tools like top, htop, vmstat, iostat, and netstat

·       Handle problems involving :

o   OS and application errors

o   Network configurations

o   File permissions, domain policies, and Active Directory

o   Coordinate with other IT teams on infrastructure or security-related matters.

o   Create and maintain technical documentation for recurring issues and solutions.

 PowerShell & Automation Tasks:

 Use PowerShell scripts to automate:

·       User account creation, modification, and disabling (Active Directory)

·       Bulk password resets and group membership updates

·       Software installations and patch deployment

·       Log and event analysis for troubleshooting

·       Create reusable scripts for recurring service requests (e.g., mailbox provisioning, profile cleanup).

·       Maintain a script repository and ensure scripts follow security and compliance best practices.

·       Contribute to process automation and system efficiency improvements.

Overall Responsibilities:

·       Support user onboarding/offboarding: hardware setup, software provisioning, account configuration.

·       Maintain hardware/software inventory records.

·       Monitor alerts, system health, and ticket queues to ensure timely resolution.

·       Update and expand the internal knowledge base with how-to guides and fixes.

·       Assist in endpoint security compliance (e.g., antivirus, patching).

Required Skills and Experience:

Bachelor’s degree / Diploma in Computer Science, Information Technology, or a related field.

Relevant certifications preferred (e.g., CompTIA A+, MCSA, , Microsoft 365 Certified)

Experience

·       3–5 years of hands-on experience in IT support roles.

·       Proven experience in troubleshooting Windows / Linux-based environments.

·       Exposure to service desk tools like Jira,D365,  ServiceNow, Freshservice, ManageEngine, or Zoho Desk.

·       Experience working in SLA-driven environments and customer support teams.

Preferred Certifications (Nice to Have):

Essential / Highly Recommended Certifications

1. CompTIA A+
• Foundation-level certification for IT support and troubleshooting.
• Covers hardware, software, networking, and security basics.
2. Microsoft Certified: Modern Desktop Administrator Associate (if still available)
• Focuses on Windows 10/11, Microsoft 365, deployment, and device management.
• Previously included exams like MD-100 and MD-101.
3. Microsoft Certified: Azure Fundamentals (AZ-900)
• Good for understanding basic cloud concepts, especially if you use Azure AD, Intune, or Microsoft 365.

• Why us? 
• Exciting and challenging problems are addressed using wide-ranging technologies and tools. 
• Competitive salary 
• Great team culture, peers and workplace