L1 & L2 Engineer

• Provide first-line support for IT infrastructure issues, including desktop, network, and server troubleshooting.
• Respond to service requests and incidents via ticketing systems, email, and phone.
• Perform basic troubleshooting for hardware, operating systems, and applications.
• Assist users with software installations, configurations, and basic network connectivity.
• Document resolutions and maintain knowledge base articles for common issues.

Level 2 (L2) Support:

• Handle escalated technical issues from L1 support, performing deeper troubleshooting.
• Administer and support servers, network devices, and IT security components.
• Analyze logs and diagnostic data to identify and resolve complex technical problems.
• Collaborate with vendors and service providers for issue resolution.
• Perform routine maintenance, patching, and upgrades on IT infrastructure.
• Support virtualization, cloud services, and backup management.

Required Skills & Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT support (L1/L2 level).
• Proficiency in Windows/Linux operating systems and desktop troubleshooting.
• Basic networking knowledge (LAN/WAN, VPN, TCP/IP, DHCP, DNS).
• Experience with Active Directory, Office 365, and enterprise applications.
• Familiarity with virtualization (VMware, Hyper-V) and cloud platforms (AWS, Azure) is a plus.
• Strong problem-solving skills and the ability to work under pressure.
• Good communication and customer service skills