Job Description
!! Hiring !!
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Position-L2 Support
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Experience- 4 to 5 Years
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Location- Gurgaon
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Notice-30 Days to 15 Days
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Roles and Responsibilities
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Job Description – L2 Support Engineer
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The L2 Support Engineer is responsible for providing advanced technical support for
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infrastructure, applications, and end-user computing environments by resolving incidents
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escalated from Level 1 support teams. This role serves as a critical bridge between frontline
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support and engineering teams, ensuring timely resolution of complex technical issues while
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maintaining high levels of service availability and customer satisfaction. The L2 Support
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Engineer leverages solid troubleshooting expertise, incident management processes, and
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technical knowledge to diagnose issues, perform root cause analysis, and support the stability
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and reliability of IT services.
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Responsibilities
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• Provide Tier 2 technical support for infrastructure, applications, and end-user systems,
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resolving escalated incidents beyond Tier 1 capabilities.
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• Diagnose and troubleshoot complex hardware, software, networking, and system issues
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in a timely manner.
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• Manage incident tickets through ServiceNow,
ensuring proper categorization,
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prioritization, documentation, and resolution within SLA targets.
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• Perform root cause analysis on recurring issues and implement permanent fixes or
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workarounds.
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• Collaborate with Tier 3 engineering and application teams to resolve complex technical
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problems.
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• Maintain and update knowledge base articles and runbooks to improve first-contact
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resolution rates.
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• Support patching, upgrades, and change management activities for infrastructure
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components.
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• Participate in on-call rotation and support after-hours incidents as required.
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Qualifications
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• Knowledge of Windows/Linux operating systems, Active Directory, and network
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fundamentals.
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- Proficiency with ITSM tools such as ServiceNow for incident and change management.
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- Strong troubleshooting and analytical skills across hardware, software, and networking
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environments.
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• Excellent communication skills and a customer-focused mindset.
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If you will be interested please share your candidature
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[email protected]
📌 Technical Support Specialist (Gurugram)
🏢 Skyleaf Consultants LLP
📍 Gurugram