L2/L3 Technical Support Engineer - Ticketing System

Description :

- Provide second-level support for hardware, network, and application issues.

- Diagnose and resolve escalated tickets from L1 engineers.

- Perform system checks, preventive maintenance, and field visits for support.

- Coordinate with OEM/vendor support for hardware replacement or escalations.

- Install, configure, and upgrade desktop systems, routers, switches, and printers.

- Maintain documentation of incidents, resolutions, and preventive actions.

- Provide remote or on-site assistance for user issues and infrastructure downtime.

- Manage complex technical escalations and root cause analysis for recurring issues.

- Configure, troubleshoot, and optimize servers, networks, and firewalls.

- Implement and maintain IT security policies and backup procedures.

- Monitor system performance and deploy patches or upgrades when required.

- Guide and mentor L1/L2 engineers in troubleshooting and customer handling.

- Plan and execute infrastructure migrations, system upgrades, and network optimization.

- Collaborate with cross-functional IT teams for seamless operations and project rollouts.

Required Skills & Competencies :

- Expertise in LAN/WAN setup, firewalls, routers, switches, and VPNs.

- Hands-on experience with hardware diagnostics and system imaging tools.

- Familiarity with ticketing tools (JIRA, ServiceNow, Freshdesk, etc.)

- Understanding of virtualization platforms (VMware/Hyper-V).

- Excellent analytical, troubleshooting, and communication skills.

- Customer-oriented approach and strong documentation habits.

Qualifications :

- Relevant certifications preferred :

- For L2 : CompTIA A+, Network+, Microsoft MCSA

- For L3 : CCNA/CCNP, Microsoft MCSE, ITIL, or equivalent