Senior Systems Engineer – L2/L3 IT Support

Company: Ace Web Solutions
Location: CXO Suites, IT Park, Panchkula
Job Type: Full-Time | Work From Office
Experience: 5–7 Years
Process: US IT Services / US Client Operations

About the Role

Ace Web Solutions is looking for an experienced Senior Systems Engineer to provide advanced L2 and L3 technical support for our US IT services operation.

The ideal candidate should have strong experience in managed IT services, systems administration, network infrastructure, cloud platforms, cybersecurity, and advanced troubleshooting. The candidate will handle complex technical escalations, support L1 technicians, work on critical customer issues, and ensure reliable IT infrastructure for our US customers.

This is a US-facing technical role, so robust spoken and written English, professional communication, and the ability to confidently communicate technical issues and solutions to US customers are essential.

Key Responsibilities
- Handle L2 and L3 technical escalations from L1 technicians and service teams.




- Diagnose and resolve complex hardware, software, networking, server, and infrastructure issues.
- Provide advanced technical support to US customers through remote and onsite service workflows.
- Troubleshoot and manage Windows Server, Active Directory, Microsoft 365, Azure, DNS, DHCP, VPN, and network infrastructure.
- Troubleshoot routers, switches, firewalls, wireless networks, and other network infrastructure.
- Configure and troubleshoot VPNs, firewalls, network connectivity, and security-related issues.
- Manage and troubleshoot Microsoft 365 services, user accounts, permissions, and related administration.
- Perform advanced troubleshooting for desktops, laptops, servers, printers, and other IT infrastructure.
- Diagnose recurring technical issues and perform root-cause analysis.
- Handle critical incidents and infrastructure-related escalations.
- Support backup, recovery, monitoring, patching, and system maintenanc

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