!! 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 Service Now,



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 Service Now for incident and change management. • Strong troubleshooting and analytical skills across hardware, software, and networking environments. • Excellent communication skills and a customer-focused mindset.
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