IT Support Engineer L2 Engineer
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Job Description
An L2 Engineer is responsible for providing secondlevel support for technical issues troubleshooting complex problems and maintaining the infrastructure. They handle escalated issues that cannot be resolved by L1 engineers and ensure the stability performance and security of the systems.
Responsibilities
Handle Escalated Issues: Address and resolve technical issues that have been escalated from L1 support.
Troubleshooting: Diagnose and troubleshoot complex problems involving hardware software and network systems.
System Maintenance: Perform regular maintenance and updates to ensure optimal performance and security.
Network Configuration: Configure and maintain network devices such as routers switches and firewalls.
Performance Monitoring: Monitor system performance and identify potential issues before they impact operations.
Documentation: Maintain accurate records of incidents changes and configurations.
Collaboration: Work closely with other IT teams to support overall IT infrastructure.
Security: Ensure compliance with security policies and perform regular security assessments.
Training and Mentorship: Provide technical guidance and mentorship to L1 engineers.
Requirements
Qualifications
Education: Bachelor s degree in Computer Science Information Technology or a related field.
Experience: Proven experience in technical support or network engineering.
Skills: Strong understanding of networking protocols hardware and software. Excellent problemsolving and analytical skills. Strong communication and teamwork abilities.
Certifications: Relevant certifications such as CCNA CCNP or equivalent are preferred.
Desired Skills
Proficiency in network protocols (TCP/IP DNS DHCP).
Experience with firewall management and network security.
Familiarity with monitoring tools (e.g. SolarWinds PRTG).
Knowledge of routing and switching protocols (BGP OSPF EIGRP).
Employment Type
Full Time
