Information Technology Support Engineer - L2 Field Engineer

Company Description

Kruti Comp. India Pvt. Ltd. specializes in integrating IT Infrastructure Solutions into business environments. Our comprehensive offerings include Servers, Storage, Networking, Security, Software, Personal Systems, and a full range of Implementation and Managed Services. We aim to provide solutions that enhance productivity and operational efficiency. Our expertise spans across various IT domains, ensuring tailored solutions for diverse business needs.

Role Description

We are seeking a Level 2 (L2) IT Support technician with 2-3 years of experience in providing technical assistance, troubleshooting complex issues, and collaborating with Level 3 teams for resolution. This is a full-time role located in Bengaluru. The L2 Field Engineer will be responsible for providing technical support, troubleshooting, and system administration. It requires commuting and traveling to customer locations.

Key Responsibilities:

• Troubleshooting and Problem Solving:

• L2 support investigates and resolves complex technical issues related to software, hardware, and network systems. 

• Escalation Management:

• They receive and manage escalated tickets from L1 support, ensuring timely and effective resolution. 

• Collaboration:

• L2 support engineers work closely within the support team and with other teams as well. 

• System Configuration:

• They will be involved in configuring systems, applications, and user accounts. 

• Documentation:

• They document their troubleshooting steps, analysis, and solutions for future reference and knowledge sharing.

• Knowledge Base Development:

• L2 support will contribute to building and maintaining the knowledge base for the support team to utilize.

• Root Cause Analysis:

• They may delve into the root cause of issues to prevent recurrence. 

• Training and Guidance:

• L2 support provides training and guidance to new joinees in the team. 

Skills & Competencies Required:

Technical:

• Windows Operating Systems (Client and Server)
• Virtualization (Hyper-V, VMWare, among others)
• Networking protocols (TCP/IP, DNS, DHCP etc.)
• Basic scripting (PowerShell)
• Linux Operating Systems (Ubuntu, CentOS, RHEL)
• L2 support requires a strong understanding of IT systems, including hardware, software, and networking concepts. 

Soft Skills:

• Problem-Solving Skills - They should be proficient in diagnosing and resolving complex technical issues. 
• Communication Skills - Effective communication is crucial for interacting with both technical and non-technical customers.
• Analytical Skills - Having analytical skills to identify the root cause of problems is a plus.
• Customer Service Skills - They should be able to provide excellent customer service while resolving issues. 
• Strong interpersonal skills with a positive attitude.
• Quick Learner, Self-motivated, confident & excellent communication.
• Result Oriented.

Qualifications:

• A Bachelor's degree in Computer Science, Information Technology, or a related field is desirable.
• Having at least 1-4 years of experience in providing support to customers.
• Certifications like CompTIA A+, Network+, CCNA, or Microsoft certifications are an added advantage.