IT Support Engineer – L2​/L3

Job Title:

IT Support Engineer – L2 / L3

Experience

Required:

3-6 Years

Location:

Noida(Work From Office)

Employment Type:

Full-Time

Department:
Information Technology

Role Summary

The L2/L3 IT Support Engineer is responsible for providing advanced technical support, troubleshooting complex issues, and ensuring smooth operation of IT systems and services. This role acts as an escalation point from L1 support and works closely with infrastructure, security, and application teams to resolve incidents and implement long-term solutions.

Key Responsibilities

L2 Support Responsibilities

• Provide second-level technical support for desktops, laptops, printers, and mobile devices

• Troubleshoot issues related to Windows/Mac OS, MS Office, and standard enterprise applications

• Handle incidents and service requests escalated from L1 support within defined SLAs

• Perform user account management in Active Directory, Entra , Intune(user creation, password resets, group policies)

• Support email systems (Outlook, Exchange/O365)

• Assist with VPN, network connectivity, and Wi-Fi issues

• Document incidents, resolutions, and procedures in the ticketing system

L3 Support Responsibilities

• Act as the final escalation point for complex and critical IT issues

• Diagnose and resolve advanced OS, application, network, and hardware issues

• Manage and support servers, virtualization platforms, and cloud services (AWS/Azure/O365)

• Handle patch management, system upgrades, and performance tuning

• Collaborate with vendors and internal teams for root cause analysis and permanent fixes

• Design, implement, and maintain IT processes, standards, and documentation

• Provide guidance and mentoring to L1/L2 support teams

Technical Skills & Requirements

• Strong knowledge of Windows and/or Linux operating systems

• Experience with Active Directory, Entra, Intune, Group Policy, DNS, DHCP

• Hands-on experience with Microsoft 365 / Exchange

• Understanding of networking concepts (TCP/IP, LAN/WAN, VPN, firewalls)

• Experience with virtualization (VMware, Hyper-V) and/or cloud platforms

• Familiarity with ITSM tools (Service Now, Jira, Fresh service, etc.)

• Basic understanding of IT security best practices

Qualifications

• Bachelor’s degree in Computer Science, IT, or a related field (or equivalent experience)

• 3–6 years of experience

• Relevant certifications are a plus (ITIL, Microsoft, Cisco, CompTIA, etc.)

Soft Skills

• Strong analytical and problem-solving skills

• Excellent communication and documentation skills

• Ability to work independently and as part of a team

• Customer-focused mindset with strong time management skills

Work Conditions

• Require shift work, on-call support, or weekend availability

• Ability to handle high-priority incidents and work under pressure

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