L2 & L3 Technical Support Field Engineer

2 days ago

Mulund East, Maharashtra, India Utkarshini Software Full time ₹ 5,00,000 - ₹ 10,00,000 per year

Role Overview:

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:L2 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.

L3 Responsibilities:

  • 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:

  • Bachelor's 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

Work Environment:

  • Field-based role — requires travel to client sites for installations, maintenance, or troubleshooting.

Job Type: Full-time

Pay: ₹500, ₹700,000.00 per year

Work Location: In person

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