Architected structured job description for easy HR team sharingArchitected structured job description for easy HR team sharingIT Hardware & Software Engineer – L2 (Roles & Responsibilities)Position Summary

An L2 IT Hardware and Software Engineer provides second-tier technical support, hands-on troubleshooting, and infrastructure maintenance across hardware, software, network security, and cloud environments. This role requires independent problem-solving, escalation handling from L1, and ownership of IT asset lifecycle management.

Key Roles & Responsibilities1. Hardware & Software Troubleshooting

- Diagnose and resolve complex hardware issues (desktops, laptops, servers, printers, peripherals) escalated from L1 support.
- Troubleshoot OS-level and application-level software issues (Windows/Linux/macOS, drivers, patches, compatibility conflicts).
- Perform root cause analysis (RCA) for recurring incidents and implement preventive fixes.
- Coordinate with OEM vendors for warranty repairs and hardware replacements.
- Maintain incident/ticket records with resolution details for knowledge-base building.

2. Installations & Configuration

- Install, configure, and deploy desktops, laptops, servers, and peripheral devices.
- Perform OS installation, imaging, and software deployment across the organization.
- Set up current user workstations, including hardware provisioning and standard software stack installation.
- Configure network devices (switches, routers, access points) as required at the endpoint level.
- Ensure all installations comply with organizational IT policies and security baselines.

3. Firewall Maintenance

- Monitor and maintain firewall rules, policies, and access control lists (ACLs).




- Perform regular firewall firmware/software updates and patching.
- Investigate and respond to firewall alerts, blocked traffic, and potential intrusion attempts.
- Support firewall configuration changes for new applications, VPNs, or remote access requirements.
- Maintain documentation of firewall rule changes and conduct periodic rule audits.

4. AWS & Cloud Management

- Manage and monitor AWS cloud infrastructure (EC2, S3, IAM, VPC, RDS, CloudWatch, etc.).
- Provision, configure, and scale cloud resources based on business requirements.
- Implement cloud security best practices (IAM policies, security groups, encryption).
- Monitor cloud costs and optimize resource utilization.
- Perform backup, disaster recovery, and failover configurations in the cloud environment.
- Support hybrid infrastructure integration between on-prem and cloud systems.

5. IT Asset Management

- Maintain an accurate inventory of all IT hardware and software assets (procurement to decommissioning).
- Track asset allocation, transfers, and returns using an ITAM tool/CMDB.
- Manage software license compliance and renewal tracking.
- Coordinate with procurement for timely replacement/upgrade of aging assets.
- Conduct periodic physical audits and reconcile with asset management records.




- Ensure secure disposal/data-wiping of decommissioned assets as per policy.

Additional L2-Level Competencies & Qualities

Technical

- Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, VLAN).
- Working knowledge of Active Directory, Group Policy, and endpoint security tools.
- Basic scripting/automation skills (PowerShell, Bash, or Python) for repetitive task automation.
- Familiarity with ITSM tools (ServiceNow, Jira, Freshservice) for ticket and change management.
- Understanding of ITIL processes (Incident, Problem, Change Management).

Behavioral / Soft Skills

- Strong analytical and problem-solving ability with minimal supervision.
- Ability to prioritize and manage multiple tickets/incidents under SLA pressure.
- Good communication skills for user interaction and cross-team coordination.
- Mentoring ability to guide L1 engineers and review their resolutions.
- Ownership mindset — follows through issues to closure, not just escalation.
- Willingness to work in rotational shifts/on-call support if required.

Preferred Certifications

- AWS Certified Solutions Architect – Associate / AWS Certified SysOps Administrator
- CompTIA Network+ / Security+
- ITIL Foundation
- Microsoft Certified: Windows Server / Azure Fundamentals (if hybrid cloud is relevant)

Experience Level

- Typically 3–5 years of hands-on IT support/infrastructure experience, with at least 1–2 years handling escalated (L2) tickets or cloud/firewall administration tasks.

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

- Health insurance
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 IT engineer Hardware and Software (India)
🏢 Countai Private
📍 India