Position Overview :

We are looking for an experienced L2 Support Engineer to join our team.

The ideal candidate will be responsible for providing advanced technical support, managing IT infrastructure, and ensuring smooth day-to-day operations across networks, servers, and end-user systems.

Key Responsibilities :

- Provide L2-level troubleshooting and technical support for hardware, software, server, control system, and networking issues.

- Manage and maintain LAN, network devices, connectivity, and firewall configuration/monitoring across the organization.

- Administer and monitor servers (Windows Server, Active Directory, IIS, DNS, DHCP), ensuring uptime, performance, and security.

- Support and maintain 120 desktops/laptops including operating system installation, configuration, upgrades, and Microsoft Server/Desktop OS.

- Manage peripherals administration, including printers, backup devices, and print server management.

- Manage and maintain 10 NAS (Network-Attached Storage) devices, ensuring data availability, storage, and backups.

- Computer systems administration and operating system management practices.

- Installation of all software, user accounts & password management, and virus prevention.

- Total asset management of systems, spares, licensed software, and media.

- Maintain documentation of incidents, resolutions, IT infrastructure, and various reports/SOPs.

- IT call management system usage with zero miss out in user and IT call acceptance, allocation, resolution, communication, and reporting.

- Accepting, allocating, and resolving user desk calls as per assured SLA with daily call/work status updates.

- Managing support engineer team (HO + other locations) and maintaining proper office behavior, communication within the team and IT area.

- Coordinating IT projects and ensuring task completion through the support engineer team at various locations.

- Maintaining spares inventory, laptops, and other IT material management for day-to-day support calls.

- Escalate unresolved issues to vendors, coordinating resolution promptly.

- Assist in implementing IT policies, procedures, best practices, and strict implementation of critical task processes/SOPs.

- Analyzing & documenting requirements related to IT systems and processes.

- Strong communication to present and explain complex technical issues, with excellent diagnostic, troubleshooting, and problem-solving skills.

- Customer focused, with the ability to prioritize and manage multiple tasks in a fast-paced support environment while serving a diverse group of internal and external customers.

Qualifications :

- Bachelors degree in Computer Science, IT, or related field.

- 35 years of experience in IT support, system administration, or networking (preferably L2 level).

- Strong knowledge of LAN/WAN, TCP/IP, DHCP, DNS, VPN, and firewall technologies.

- Hands-on experience with Windows/Linux server administration.

- Familiarity with NAS storage management and backup solutions.

- Good knowledge of desktop OS (Windows/Mac), troubleshooting, and patch management.

- Relevant certifications (e.g., CCNA, MCSA, CompTIA Network+/Security+) will be a plus.

Working hours will be 9AM to 6 PM.

The working days will be Monday to Saturday, with the 2nd and 4th Saturdays of each month off.