Information Technology Support Engineer

2 weeks ago

Hyderabad, Telangana, India TECEZE Full time

Type : Full Time

Location : Hyderabad

Job Summary:

The L2 IT Support Engineer is responsible for handling escalated technical support incidents that cannot be resolved by L1 support. This role involves deeper troubleshooting of hardware, software, network, and server issues, supporting business-critical applications, and ensuring timely resolution of problems. The L2 engineer also collaborates with L3 teams and may contribute to infrastructure maintenance, system upgrades, and process improvements.

Key Responsibilities:

  • Handle escalated support requests from L1, ensuring timely resolution within SLAs.
  • Troubleshoot intermediate to complex issues involving desktops, laptops, operating systems, printers, and mobile devices.
  • Administer and support Active Directory, DNS, DHCP, Group Policies, and user account management.
  • Provide support for enterprise applications (e.g., Outlook, Office 365, collaboration tools, antivirus systems).
  • Perform installation, configuration, and maintenance of hardware and software systems.
  • Manage remote and on-site support for end-users across locations.
  • Monitor system performance and assist with proactive maintenance activities.
  • Collaborate with L3 teams for unresolved issues or infrastructure-related tasks.
  • Maintain accurate documentation of issues, solutions, asset inventory, and configurations.
  • Create and maintain technical documentation, SOPs, and knowledge base articles.
  • Assist in software patching, security updates, and compliance activities.
  • Participate in IT projects including migrations, deployments, and audits.
  • Train and mentor L1 support staff when needed.

Required Skills & Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 3-5 years of experience in IT support or infrastructure roles.
  • Strong understanding of Windows OS (client and server editions), Office 365, and AD.
  • Good knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, VLANs).
  • Familiarity with endpoint security tools and system backup solutions.
  • Experience with remote desktop tools (RDP, TeamViewer, AnyDesk, etc.).
  • Proficiency with ticketing tools such as ServiceNow, JIRA, Freshservice, or Zendesk.
  • Strong problem-solving skills and ability to work under pressure.
  • Excellent communication and documentation skills.

Preferred Qualifications (Nice to Have):

  • Microsoft Certifications (MCP, MCSA, or equivalent)
  • ITIL v3/v4 Foundation Certification
  • Exposure to virtualization platforms (VMware, Hyper-V)
  • Basic PowerShell scripting knowledge
  • Experience with cloud platforms like Microsoft Azure or AWS
  • Familiarity with monitoring tools (e.g., SolarWinds, PRTG

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