L2/L3 Technical Support Engineer

1 day ago

Mumbai, Maharashtra, India Utkarshini Software Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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

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