L2 Desktop

Role Overview The L2 Desktop & Networking Support Engineer is responsible for providing advanced technical support for end-user systems, network operations, IT infrastructure, and security controls. This role involves troubleshooting complex issues, managing network devices, supporting Linux/Windows servers, and ensuring smooth day-to-day IT operations with a strong focus on compliance (SOC 2, ISO 27001, CERT-In). Key Responsibilities End-User & Desktop Support - Provide L2 technical support for laptops/desktops (Windows, macOS, Linux). - Troubleshoot OS, hardware, application, Outlook/Gmail, VPN, printing, and performance issues. - Manage device onboarding/offboarding including user provisioning, access control, and asset updates. - Install, configure, and patch OS & applications. - Coordinate with L1 for escalations and closure of technical tickets. Network Administration - Manage and troubleshoot LAN/WAN issues, DHCP/DNS, routing, switching & Wi-Fi. - Configure and monitor VLANs, trunk/access ports, DHCP scopes, and DNS forwarders. - Basic firewall operations (Sophos, Palo Alto) including: - Rule modification - NAT / Port forwarding - IP whitelisting - Monitoring logs & alerts - Manage enterprise Wi-Fi (Netgear/Aruba/Cisco) including SSID setup, channel optimization, and guest network isolation. Server & Linux Support - Basic administration of Linux systems (Rocky/Ubuntu/CentOS). - Manage user accounts, permissions, SSH keys, sudoers, and systemd services. - Troubleshoot server boot issues, LVM/partition management, disk alerts, and system performance. - Support for hypervisors – VMware/Hyper-V/Harvester (basic operations). Security & Compliance Support - Support SOC 2, ISO 27001, CERT-In compliance activities. - Maintain logs, monthly reports, patch status, antivirus compliance & asset inventory. - Assist in vulnerability management, patch cycles & hardening checks. - Ensure clear desk/clear screen, USB control, and access policies are followed. - Assist in preparing audit evidence and documentation. IT Infrastructure Operations - Monitor servers, network devices, APs, printers, UPS & storage health (Nagios/Zabbix/PRTG). - Manage IT assets, license tracking, vendor coordination, and procurement follow-up. - Support meeting rooms (Wi-Fi, projectors, BenQ boards, VC setup). - Provide support for office relocations, cabling, and hardware setups. Required Skills - Strong knowledge of Windows, macOS & Linux troubleshooting. - Hands-on experience with VLANs, DHCP, DNS, switching (D-Link/Netgear/Aruba/Cisco). - Familiar with firewalls: Sophos, Palo Alto, Fortinet (basic rule/NAT changes). - Understanding of TCP/IP, routing, SSH, RDP, VPN, MTU, packet flow. - Experience with ITSM tools, ticket handling, and incident/change management. - Ability to generate and maintain compliance reports. Good to Have - RHCSA/RHCE, CCNA, Security+, or similar certifications. - Experience with cloud platforms (AWS/Azure) – basic connectivity troubleshooting. - Knowledge of hypervisors (VMware/Hyper-V/Harvester). - Understanding of SOC 2, ISO 27001, CERT-In requirements. Soft Skills - Strong communication and documentation skills. - Ability to work independently and handle high-priority incidents. - Customer-centric mindset with ownership & accountability. - Problem-solving and analytical thinking. Education - Bachelor’s degree in Computer Science, IT, Electronics, or related field. - Relevant certifications preferred (RHCSA, CCNA, ITIL).