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 strong 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 maintenance activities.
- Assist with server, network, cloud, and infrastructure implementations.
- Monitor system performance and identify potential infrastructure issues before they impact customers.
- Document troubleshooting steps, resolutions, configurations, and technical procedures accurately.
- Maintain detailed and accurate updates in ticketing and service management systems.
- Support and mentor L1 IT Support Technicians on complex technical issues and troubleshooting methods.




- Review escalated tickets and ensure issues are resolved within defined SLAs.
- Coordinate with Service Coordinators and other technical teams to ensure timely resolution of customer issues.
- Communicate technical findings, resolutions, and recommendations clearly to US customers.
- Participate in major incident and emergency support when required.
- Identify opportunities to improve infrastructure reliability, security, and service delivery.
- Develop and maintain technical documentation, knowledge bases, and troubleshooting guides.

What We're Looking For
- 5–7 years of experience in Systems Administration, Infrastructure Support, Network Administration, Managed IT Services, or a similar role.
- Strong hands-on experience handling L2/L3 technical escalations.
- Experience working in an MSP / Managed IT Services environment will be highly preferred.
- Bachelor's degree in Computer Science, IT, Engineering, or a relevant discipline.
- Strong experience with Windows Server and Active Directory.
- Good working knowledge of Microsoft 365 and Azure.
- Strong networking knowledge including TCP/IP, DNS, DHCP, VPNs, routing, switching, and firewalls.
- Experience with backup and recovery systems.
- Understanding of endpoint management, monitoring, patch management, and security tools.
- Strong troubleshooting and root-cause analysis skills.
- Ability to work independently on complex technical problems.
- Strong documentation and ticket management skills.
- Excellent spoken and written English — Mandatory.
- Robust professional communication and customer-handling skills.
- Ability to explain technical issues and solutions to non-technical US customers.
- Strong problem-solving, ownership, and decision-making skills.
- Willingness to work according to US business hours and assigned shifts — Mandatory.

Preferred Technical Experience Candidates with experience in the following will be preferred:
- Managed Service Providers (MSP)
- US IT Services
- Windows Server
- Active Directory / Entra ID
- Microsoft 365
- Microsoft Azure
- Networking & Infrastructure




- Firewalls & VPN
- Routers & Switches
- Backup & Disaster Recovery
- Endpoint Management
- Remote Monitoring & Management (RMM)
- Professional Services Automation (PSA)
- Cybersecurity / Endpoint Security
- Cloud Infrastructure
- IT Documentation & Knowledge Management

Key Performance Areas The successful candidate will be measured on: SLA Compliance | First-Time Resolution | Escalation Resolution | System Availability | Customer Satisfaction | Ticket Quality | Root-Cause Resolution | Infrastructure Reliability | Technical Documentation

Mandatory Work RequirementsWork From Office

This is a Work From Office (WFO) position supporting US IT Services / US Client Operations.

Candidates must be willing and able to work from the office according to their assigned shift.

Shift Flexibility

Candidates must be comfortable working in any of the following shifts:

- 5:00 PM – 12:00 AM
- 5:00 PM – 2:00 AM
- 7:00 PM – 4:00 AM
- 9:00 PM – 6:00 AM
- 12:00 AM – 9:00 AM
- 3:00 AM – 12:00 PM

Flexibility to work the assigned shift is mandatory.

Working Environment

- Location: CXO Suites, IT Park, Panchkula
- Work Mode: Work From Office
- Process: US IT Services / US Client Operations
- Experience: 5–7 Years
- Salary: ₹40,000 – ₹60,000 per month
- English Fluency: Mandatory
- L2/L3 Technical Experience: Mandatory
- MSP / Managed IT Services Experience: Highly Preferred
- US IT Services Experience: Preferred
- Shift Flexibility: Mandatory

Opportunity to work on complex US IT environments, handle advanced technical escalations, mentor junior technicians, and contribute to the growth of a US-focused managed IT services operation. Why Join Ace Web Solutions?

Join a growing technology services organization supporting customers and businesses across the United States. This role offers the opportunity to work on real-world US IT infrastructure, handle advanced L2/L3 technical challenges, develop your expertise across systems, networks and cloud technologies, and work closely with technical and operations leadership.

Apply now if you have 5–7 years of strong systems and infrastructure experience, can independently handle L2/L3 escalations, and have the technical expertise to support complex US IT environments.

Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits

- Commuter assistance
- Food provided
- Paid sick time
- Paid time off

Work Location: In person

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