L2 Support Engineer

Job Title: L2 Support Engineer

Location: Pune

Position Type: Full Time

Experience: 3-5 Years

Job Overview:

We are seeking an experienced L2 Support Engineer to join our team. The candidate will provide advanced technical support, manage IT infrastructure, and ensure smooth daily operations across networks, servers, and end-user systems.

Key Responsibilities:

• Provide L2 troubleshooting and support for hardware, software, server, control systems, and networking issues.
• Manage and maintain LAN, network devices, connectivity, and firewall configuration/monitoring.
• Administer and monitor Windows Server, Active Directory, IIS, DNS, DHCP ensuring uptime, performance, and security.
• Support and maintain 120 desktops/laptops, including OS installation, configuration, upgrades, and Microsoft Server/Desktop OS.
• Manage peripherals including printers, backup devices, and print server management.
• Maintain 10 NAS devices, ensuring data availability, storage, and backups.
• Administer computer systems and operating system management practices.
• Handle software installation, user accounts & password management, and virus prevention.
• Oversee asset management of systems, spares, licensed software, and media.
• Maintain documentation of incidents, resolutions, IT infrastructure, reports, and SOPs.
• Use IT call management systems efficiently, ensuring SLA compliance.
• Manage and coordinate support engineer teams across locations.
• Coordinate IT projects and task completion through the support team.
• Maintain inventory of IT spares, laptops, and other materials.
• Escalate unresolved issues to vendors and ensure prompt resolution.
• Assist in implementing IT policies, procedures, and best practices.
• Analyze & document IT system and process requirements.
• Communicate complex technical issues effectively, with strong diagnostic and problem-solving skills.
• Prioritize and manage multiple tasks while serving a diverse group of internal and external customers.

Qualifications:

• Bachelor's degree in Computer Science, IT, or related field.
• 35 years of experience in IT support, system administration, or networking (L2 level preferred).
• 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 (CCNA, MCSA, CompTIA Network+/Security+) are a plus.
• Working hours: 9 AM to 6 PM, Monday to Saturday (2nd & 4th Saturday off).