Role Overview
The L2 IT Infrastructure & Managed Services Engineer will provide advanced technical support across server, network, cloud, security, and end-user technologies. The role involves handling escalated incidents, performing root-cause analysis, executing infrastructure changes, and ensuring high availability of IT services in a managed services environment.
Key Responsibilities
A. Server & Virtualization
* Manage and support Windows & Linux servers (installation, configuration, patching, troubleshooting).
* Working knowledge of handling cloud infrastructure.
* Perform OS hardening, performance tuning, user/group management, and backup validation.
* Handle Active Directory, DNS, DHCP, Group Policies, File Server, Print Server.
B. Network Infrastructure
* Troubleshoot L2-level issues in LAN/WAN, switching, routing, and wireless networks.
* Manage VLANs, STP, ACLs, port security, VPN, WAN technologies.
* Support configuration of routers, L2/L3 switches, firewalls (Cisco, Fortinet, Sophos, Palo Alto—any applicable).
* Monitor network performance and escalate complex cases to L3 when required.
C. Cloud & Backup
* Support cloud platforms: Microsoft 365, Azure, or AWS (as applicable).
* Manage user provisioning, policies, security settings, Azure AD, OneDrive, SharePoint.
D. IT Security
* Implement and monitor security controls such as endpoint protection, patching, DLP, MFA, encryption.
* Respond to security alerts, vulnerabilities, and participate in remediation efforts.
* Maintain compliance with organizational IT security standards.
E. End-User & Desktop Support (Advanced L2)
* Handle escalations for Windows, endpoint, and other software issues like GIS, Office, and Adobe.
* Diagnose Windows OS issues, application failures, peripheral faults, mobility support.
* Manage laptop/desktop imaging, asset lifecycle, application deployment.
F. Monitoring & Incident Management
* Manage incidents, service requests, and changes in ITSM tools (ServiceNow, ManageEngine).
* Prepare RCA for recurring issues and propose preventive actions.
Required Skills & Competencies
Technical Skills
* Strong knowledge of Windows/Linux server administration.
* Good understanding of networking fundamentals (CCNA-level).
* Experience with virtualization and cloud environments.
* Familiarity with IT security tools and policies.
* Solid troubleshooting skills following ITIL practices.
Soft Skills
* Strong communication and documentation skills.
* Ability to handle pressure and manage multiple priorities.
* Customer-oriented mindset with proactive approach.
* Team player with willingness to learn new technologies.