Tech Support Engineer – Infrastructure Support (L1 / L2)

Role Overview

Infrastructure Support Engineers (Level 1 & Level 2)

Key Responsibilities

Level 1 (L1) – Technical Support

• Serve as the first point of contact for IT support requests via email, chat, or phone.
• Log, categorize, and prioritize incidents and service requests in the ticketing system (ServiceNow / Jira / Zendesk).
• Perform basic troubleshooting for desktops, laptops, VPN, printers, network connectivity, and email issues.
• Provide remote assistance and escalate unresolved issues to Level 2 or specialized teams.
• Follow up with end users to ensure timely resolution and customer satisfaction.
• Maintain incident logs, FAQs, and knowledge base documentation.
  

Level 2 (L2) – Technical Support

• Handle complex and escalated incidents related to infrastructure, network, and system performance.
• Support Windows/Linux servers, virtualization environments (VMware, Hyper-V), and cloud platforms (AWS/Azure).
• Manage Active Directory, user provisioning, and access control.
• Monitor system health, storage utilization, and network uptime using monitoring tools.
• Work with L3/Engineering teams for deep-dive troubleshooting and root cause analysis.
• Implement changes, patching, and configuration updates under the change management process.
  

Required Skills & Experience

For Level 1:

• 1–2 years of experience in IT Helpdesk or Technical Support.
• Strong understanding of Windows OS, MS Office 365, VPN, and network basics (LAN/WAN/Wi-Fi).
• Excellent verbal and written communication skills in English (mandatory for US client interaction).
• Knowledge of ticketing tools like ServiceNow, Freshdesk, or Jira.
• Customer-oriented with a problem-solving mindset.
  

For Level 2

• 3–5 years of experience in Infrastructure or System Administration support.
• Strong knowledge of Windows Server, Active Directory, Group Policy, and PowerShell scripting.
• Exposure to cloud platforms (AWS / Azure) and virtualization (VMware / Hyper-V).
• Understanding of network components – firewalls, routers, switches, and DNS/DHCP configuration.
• Strong analytical and troubleshooting skills.
• Experience working in 24x7 environments supporting international clients (preferred).
  

Education & Certifications

• Bachelor’s Degree in IT, Computer Science, or related field.
• Relevant certifications preferred:
• For L1: CompTIA A+, ITIL Foundation.
• For L2: Microsoft (MCSA/MCSE), CCNA, AWS/Azure Fundamentals.
  

Soft Skills

• Excellent English communication (both spoken and written).
• Ability to work in US shifts and handle cross-cultural communication.
• Strong interpersonal, time management, and documentation skills.
• Team player with a customer-first attitude.