Job
Description
Job Summary: The Tier 2 Service Desk Engineer is a senior technical role responsible for handling complex incidents, escalations, and deep-dive troubleshooting across multiple IT environments. This role requires advanced problem-solving skills, expertise in IT infrastructure, and the ability to mentor and guide Tier 1 support teams. The Tier 2 Engineer plays a crucial role in incident resolution, root cause analysis, process improvement, and ensuring overall IT service stability and efficiency. Key Responsibilities: Incident Management & Escalation Handling: Handle and resolve complex escalated incidents from L2 engineers within defined SLAs. Perform deep-dive troubleshooting for system, network, and application issues. Document root cause analysis (RCA) and provide permanent fixes to recurring issues. Ensure proper incident escalation protocols are followed and well-documented. Problem Management & Root Cause Analysis: Conduct proactive problem management to identify recurring issues and drive permanent solutions. Lead root cause investigations and implement corrective actions to minimize service disruptions. Maintain an incident/problem knowledge base with solutions and workarounds. Collaborate with engineering teams to resolve infrastructure and application problems. Technical Support & Troubleshooting: Strong experience with Windows Server (2016/2019/2022), Linux (RHEL, Ubuntu, CentOS), and macOS. Troubleshoot and resolve issues related to Active Directory, DNS, DHCP, and Group Policies. Intermediate networking knowledge (switching, routing, VPN, firewalls, etc.). Hands-on experience with IT service management tools (ServiceNow / Jira) and virtualization (VMware / Hyper-V / Citrix). Understanding of ITIL processes and best practices. Strong analytical and problem-solving skills. Excellent communication and customer service skills. Ability to work independently and collaboratively in a team environment. Strong organizational and time management skills. Strong customer service orientation. Ability to mentor and guide junior team members. Security & Compliance: Ensure security best practices are followed across all support activities. Perform security patching, vulnerability management, and compliance checks. Assist in handling security incidents, including malware containment and remediation. Enforce IT policies and participate in security audits. Automation & Process Improvement: Identify areas for efficiency improvements and recommend process enhancements. Participate in IT projects, deployments, and migrations to improve service delivery. Basic scripting knowledge (PowerShell, Bash, Python) is desirable. Collaboration & Knowledge Sharing: Provide mentorship and training to Tier 1 engineers to improve technical capabilities. Conduct technical knowledge-sharing sessions and documentation updates. Work closely with IT leadership, Partner teams, and external vendors to ensure seamless IT operations. Reporting & Documentation: Maintain detailed documentation for incidents, changes, and troubleshooting steps. Generate reports on system performance, incident trends, and resolution timelines. Ensure proper documentation of standard operating procedures (SOPs) and best practices. Education & Certifications: Bachelor's degree in Computer Science, Information Technology, or related field (preferred). Relevant certifications such as ITIL, CCNA, MCSA, MCSE or RHCE and Azure/AWS/GCP Administrator Associate are a plus.
