L2 Service Desk Engineer

The L2 Service Desk Engineer is responsible for handling day to day responsibilities assigned and more complex technical issues that are escalated from the L1 team. This role requires a deeper understanding of IT systems, networks, and troubleshooting methodologies. The ideal candidate will have experience in diagnosing and resolving more advanced technical problems and providing a higher level of customer service.

Key Responsibilities:

• Handle escalated incidents and service requests from L1, ensuring timely resolution and communication with end-users.
• Diagnose and resolve complex technical issues, and application-related problems.
• Conduct root cause analysis on recurring incidents and work on implementing permanent solutions.
• Work closely with other IT teams to resolve issues that require specialized knowledge or software changes.
• Update and maintain detailed documentation, including knowledge base articles and troubleshooting guides.
• Provide guidance and support to L1 engineers, including training on new technologies and troubleshooting techniques.

Qualifications and Required Skills:

• Candidate should have sound knowledge of Linux & VMware
• Knowledge on different virtualization platform will be added advantage.
• Good practical working ability with VMware, OpenStack tools.
• Able to communicate effectively with internal customers.
• Experience working on Vmware vSphere administration skills.
• Good hands-on command line of ESX.
• Hands on experience on VNC, NX and tiger VNC
• Good hands-on Experience in diagnostics & troubleshooting of ESX server environment.
• Configure and Manage Monitoring Alerts w r t VMware Hypervisors and VM s
• Work on major severity and complex server issues
• Ability to read logs.
• Good knowledge and understanding of Virtual Machines, Windows/Linux Server
• Certification Preferred: Vmware, RHCSA
• Excellent analytical and problem-solving abilities.
• Strong communication skills, both verbal and written.
• Comfortable to work in 24/7 environment independently and handle multiple tasks with attention to detail.
• Good understanding of operational framework like ITIL and operations process