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, mac OS, and Linux endpoints, including OS, drivers, applications, and performance issues. Provide M365 support: user and mailbox administration, Teams, Share Point/One Drive, 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 Comp TIA A+/Network+, CCNA, Microsoft MD-102 / MS-900 / AZ-104, ITIL Foundation. Basic Linux administration and scripting (Power Shell, 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.