About the Role
The L2 Service Engineer handles escalated incidents and service requests that the L1 service desk cannot resolve. The role involves hands-on troubleshooting across endpoints, network, and Microsoft 365, and supports the security and operational standards set by IT leadership.
Key Responsibilities
- Resolve escalated tickets within SLA, and escalate to L3 or vendors with clear diagnostics where needed.
- Troubleshoot Windows, macOS, and Linux endpoints, including OS, drivers, applications, and performance issues.
- Provide M365 support: user and mailbox administration, Teams, SharePoint/OneDrive, licensing, MFA resets, and Intune enrollment and compliance.
- Support Active Directory / Entra ID tasks such as account provisioning, group policies, and access management.
- Diagnose network issues (LAN, Wi-Fi, VPN, DNS, DHCP) and coordinate with the network team on switch and firewall changes.
- Perform patching, software deployment, and endpoint hardening using the approved tooling.
- Assist with EDR/antivirus alerts, phishing reports, and first-level security incident handling.
- Manage asset inventory, onboarding/offboarding, and hardware provisioning.
- Support lab and engineering workstations, including isolated or restricted-network machines.
- Maintain accurate ticket records, knowledge base articles, and SOPs; identify recurring issues for problem management.
- Mentor L1 staff and share troubleshooting knowledge.
Required Qualifications
- Diploma or Bachelor's degree in IT, Computer Science, Electronics, or equivalent.
- 3–5 years of experience in IT support, including at least 1 year at L2 level.
- Solid knowledge of Windows and M365 administration, Active Directory, and basic Intune.
- Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLAN, VPN).
- Experience with ticketing/ITSM tools and SLA-driven support.
Preferred Qualifications
- Certifications such as CompTIA A+/Network+, CCNA, Microsoft MD-102 / MS-900 / AZ-104, ITIL Foundation.
- Basic Linux administration and scripting (PowerShell, Bash).
- Exposure to EDR tools, backup solutions, and remote support platforms.
Key Competencies
Structured troubleshooting, clear written and verbal communication, customer-first attitude, willingness to work in shifts or on-call rotations where needed, and attention to security hygiene.
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