Hiring

Position-L2 Support

Experience- 4 to 5 Years

Location- Gurgaon

Notice-30 Days to 15 Days

Roles and Responsibilities

Job Description – L2 Support Engineer

The L2 Support Engineer is responsible for providing advanced technical support for

infrastructure, applications, and end-user computing environments by resolving incidents

escalated from Level 1 support teams. This role serves as a critical bridge between frontline

support and engineering teams, ensuring timely resolution of complex technical issues while

maintaining high levels of service availability and customer satisfaction. The L2 Support

Engineer leverages robust troubleshooting expertise, incident management processes, and

technical knowledge to diagnose issues, perform root cause analysis, and support the stability

and reliability of IT services.

Responsibilities

• Provide Tier 2 technical support for infrastructure, applications, and end-user systems,

resolving escalated incidents beyond Tier 1 capabilities.

• Diagnose and troubleshoot complex hardware, software, networking, and system issues





in a timely manner.

• Manage incident tickets through ServiceNow, ensuring proper categorization,

prioritization, documentation, and resolution within SLA targets.

• Perform root cause analysis on recurring issues and implement permanent fixes or

workarounds.

• Collaborate with Tier 3 engineering and application teams to resolve complex technical

problems.

• Maintain and update knowledge base articles and runbooks to improve first-contact

resolution rates.

• Support patching, upgrades, and change management activities for infrastructure

components.

• Participate in on-call rotation and support after-hours incidents as required.

Qualifications

• Knowledge of Windows/Linux operating systems, Active Directory, and network

fundamentals.

• Proficiency with ITSM tools such as ServiceNow for incident and change management.

• Strong troubleshooting and analytical skills across hardwa

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