L2/L3 Technical Support Engineer

4 hours ago

Mumbai, India Utkarshini Software Full time

Description :We are looking for a skilled and customer-focused L2 / L3 Technical Support Field Engineer to provide on-site and remote technical support for enterprise hardware, networking, and software systems.The ideal candidate should have hands-on troubleshooting expertise, strong communication skills, and the ability to resolve complex technical issues efficiently.Key Responsibilities :- Provide second-level support for hardware, network, and application issues.- Diagnose and resolve escalated tickets from L1 engineers.- Perform system checks, preventive maintenance, and field visits for support.- Coordinate with OEM/vendor support for hardware replacement or escalations.- Install, configure, and upgrade desktop systems, routers, switches, and printers.- Maintain documentation of incidents, resolutions, and preventive actions.- Provide remote or on-site assistance for user issues and infrastructure downtime.- Manage complex technical escalations and root cause analysis for recurring issues.- Configure, troubleshoot, and optimize servers, networks, and firewalls.- Implement and maintain IT security policies and backup procedures.- Monitor system performance and deploy patches or upgrades when required.- Guide and mentor L1/L2 engineers in troubleshooting and customer handling.- Plan and execute infrastructure migrations, system upgrades, and network optimization.- Collaborate with cross-functional IT teams for seamless operations and project rollouts.Required Skills & Competencies :- Strong knowledge of Windows/Linux servers, AD, DHCP, DNS, and Exchange.- Expertise in LAN/WAN setup, firewalls, routers, switches, and VPNs.- Hands-on experience with hardware diagnostics and system imaging tools.- Familiarity with ticketing tools (JIRA, ServiceNow, Freshdesk, etc.)- Understanding of virtualization platforms (VMware/Hyper-V).- Excellent analytical, troubleshooting, and communication skills.- Customer-oriented approach and strong documentation habits.Qualifications :- Bachelors degree or diploma in Computer Science, IT, or a related field.- Relevant certifications preferred :- For L2 : CompTIA A+, Network+, Microsoft MCSA- For L3 : CCNA/CCNP, Microsoft MCSE, ITIL, or equivalent (ref:hirist.tech)

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