IT Service Engineer -L2

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.