L2 IT Support Engineer – Job Description
Location: Gurugram – Udyog Vihar
Employment Type: Full-Time
Experience: 3–6 Years
Department: IT Infrastructure & Support
Work Mode: In office
About the Role
We are looking for a skilled and customer-focused L2 IT Support Engineer to join our IT Infrastructure & Support team in Udyog Vihar, Gurugram. The role will be responsible for providing advanced technical support, troubleshooting complex IT issues, maintaining end-user infrastructure, and ensuring timely resolution of incidents and service requests.
The ideal candidate should have strong hands-on experience in Windows environments, Microsoft 365, Active Directory/Entra ID, networking, endpoint management, and IT troubleshooting, along with good communication and problem-solving skills.
Key Responsibilities
Provide L2 technical support for desktops, laptops, applications, peripherals, and IT infrastructure.
Troubleshoot and resolve complex hardware, software, OS, network, and connectivity issues.
Support Windows 10/11 operating systems, system configuration, updates,



and troubleshooting.
Manage user accounts, permissions, password resets, and access-related issues using Active Directory / Microsoft Entra ID.
Provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and related services.
Troubleshoot LAN/WAN, Wi-Fi, VPN, DNS, DHCP, TCP/IP, and other network-related issues.
Perform user onboarding/offboarding, device provisioning, software installation, and access configuration.
Support endpoint security, antivirus/EDR, device compliance, and security policies.
Monitor and manage incidents and service requests through the IT Service Management / Ticketing System.
Ensure incidents are resolved within defined SLA and service standards.
Perform root-cause analysis for recurring or complex technical issues and escalate to L3/vendor teams when required.
Maintain accurate documentation of troubleshooting procedures, solutions, configurations,

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