Customer Support Engineer IT Infrastructure (L 2)

- Reporting To: IT Infrastructure Manager / IT Support Manager
- Employment Type: Full-Time
- Role Overview: Responsible for day-to-day client IT infrastructure support, troubleshooting, endpoint configuration, application deployment, patch management, email client support, SIP phone configuration, printer support, industrial PC support, ERP access and remote technical assistance to server, network, security and other core infrastructure teams.

1. Client / End-User IT Support

- Attend day-to-day IT support calls and tickets raised by client users.
- Troubleshoot Windows desktop/laptop operating-system, hardware, software, connectivity and user-profile issues.
- Provide remote and onsite support as required.
- Resolve incidents within agreed SLA and maintain ticket documentation.
- Escalate complex infrastructure issues to the appropriate L2/L3/core team.

2. Antivirus & Endpoint Security

- Install, configure and troubleshoot antivirus/endpoint security agents.
- Monitor antivirus status and ensure agents are active and updated.
- Troubleshoot agent communication, update and policy-related issues.
- Coordinate with SOC/Endpoint Security team for remediation.

3. OS Installation & Client Machine Deployment

- Install and configure Windows operating systems on desktops, laptops and supported industrial PCs.
- Install drivers, Windows updates and security patches.
- Configure standard corporate settings and domain joining where applicable.
- Configure user profiles and required system settings.
- Perform post-installation testing before handover.

4. Patch Management

- Perform hands-on administration of approved patch-management tools.
- Deploy Windows and application patches to client machines.
- Monitor deployment status and failed/pending patches.
- Troubleshoot patch failures and follow up on non-compliant machines.
- Support patch-compliance reporting and critical patching activities.
- Hands-on experience with Intune, WSUS, SCCM/Configuration Manager, ManageEngine Endpoint Central, Ivanti, BigFix or similar tools is

desirable. 5. Corporate & Third-Party Application Installation

- Install and configure approved corporate applications on client machines.
- Install and troubleshoot third-party business applications.
- Configure prerequisites, dependencies and required components.
- Troubleshoot application installation and execution issues.
- Coordinate with application owners/vendors for application-specific issues.

6. IIS Corporate Portal Deployment & Support

- Deploy approved corporate portals/web applications on designated IIS infrastructure, as applicable.
- Configure required IIS components and application prerequisites.
- Troubleshoot portal access, authentication and client-side connectivity issues.
- Coordinate with application/server team for IIS server-side issues.




- Validate portal functionality after deployment or configuration changes.

7. SIP Phone Configuration & Troubleshooting

- Install and configure SIP phones for users.
- Configure network parameters and SIP account/extension details based on approved information.
- Troubleshoot registration and connectivity issues.
- Coordinate with network/telephony team for advanced SIP or PBX issues.

8. Industrial PC Support

- Configure and prepare Industrial PCs according to approved standards.
- Install OS, drivers, applications and security agents.
- Configure network connectivity and system settings.
- Troubleshoot Industrial PC hardware and software issues.
- Coordinate with OT/industrial application teams for application-specific problems.

9. Printer & Printing Support

- Install and configure local and network printers.
- Configure printer drivers and print queues.
- Troubleshoot printer connectivity, spooler, driver and queue issues.
- Configure shared/network printers.
- Coordinate with Print Server/Infrastructure team for server-side issues.

10. On-Premises Exchange & Microsoft 365 / Outlook Support

- Configure and troubleshoot Outlook on client machines.
- Support On-Premises Exchange and Microsoft 365/Exchange Online mailbox configuration on client devices.
- Configure Outlook profiles and troubleshoot synchronization, connectivity, authentication and send/receive issues.
- Support shared mailbox configuration based on approved access.
- Coordinate with Exchange/Microsoft 365 administration team for server-side issues.

11. ERP User Access & Rights

- Create or modify ERP user access based on approved requests.
- Assign appropriate ERP roles/permissions according to the authorization process.
- Remove or modify access when users change roles or leave.
- Maintain access-request documentation and coordinate with ERP/application owners.

12. Network & Connectivity Troubleshooting

- Troubleshoot client-level LAN/WAN connectivity issues.
- Troubleshoot IP, DNS, DHCP, gateway and basic TCP/IP issues.
- Troubleshoot connectivity to servers and corporate applications.
- Coordinate with Network team for VLAN, firewall, routing or switch issues.

13. Remote Support to Core Infrastructure Teams

- Provide remote hands and technical assistance to server, network, security and application teams.
- Perform approved activities on client systems under core-team instructions.
- Collect logs, screenshots and configuration information.




- Perform client-side testing after infrastructure changes and validate functionality.

14. Incident & Ticket Management

- Manage Helpdesk/customer support escalations.
- Resolve incidents within SLA.
- Maintain accurate ticket status and technical notes.
- Identify recurring issues and escalate with complete troubleshooting information.
- Follow up with users until restoration and closure.

Required Technical Skills

- Windows 10/11 installation and troubleshooting
- Windows Server fundamentals
- Active Directory and domain joining
- Group Policy fundamentals
- DNS/DHCP and TCP/IP
- Antivirus/EDR administration
- Enterprise patch-management tools
- Microsoft Outlook and client-side Exchange/Microsoft 365 support
- IIS fundamentals and corporate portal support
- SIP phone configuration
- Printer troubleshooting
- Industrial PC configuration
- Corporate and third-party application installation
- ERP access/role assignment
- PowerShell/CMD basics
- Event Viewer and Windows troubleshooting
- Remote-support tools

Key Skills & Competencies

- Solid troubleshooting and analytical ability
- Good customer-facing communication
- Ability to work under SLA
- Ability to handle multiple incidents
- Good documentation and ticket-management skills
- Ability to coordinate with multiple technical teams
- Proactive approach to incident resolution

Qualifications & Experience

- Diploma/Bachelor's degree in Computer Science, Information Technology or related field.
- 25 years of experience in IT infrastructure, desktop support, customer support or L2 technical support.
- Hands-on production support experience; customer-facing experience preferred.

Key Performance Indicators (KPIs)

- IT support SLA compliance
- First-time resolution percentage
- Average incident resolution time
- Client satisfaction
- Endpoint patch compliance
- Antivirus/endpoint security compliance
- Successful client-machine deployments
- Application deployment success rate
- SIP phone and printer resolution time
- ERP access turnaround time
- Reduction in recurring incidents
- Ticket documentation quality
- Effective core-team coordination

Role Boundary This role focuses primarily on client-side troubleshooting, deployment, remote hands and L2 support. Server-side administration of core infrastructure remains with the relevant specialist/core team.

- Customer Support Engineer – IT Infrastructure (L2): Client/user-level troubleshooting, deployment, remote hands and day-to-day support.
- SOC & Endpoint Security Coordinator: Security compliance, AV/EDR/XDR, patch compliance, SOC coordination and security remediation.
- L2 Infrastructure & Microsoft Systems Administrator: Servers, AD, Exchange, Microsoft 365, Entra ID, IIS, file/application infrastructure and L2 server support.

📌 IT Infrastructure Support (Pollachi)
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📍 Pollachi