Experience & Certification Requirements

- Senior IT Support Engineer (Network & Desktop L2)
- Role Overview: The L2 Network & Desktop Support Engineer provides advanced technical troubleshooting, maintenance, and operational management across both corporate network infrastructure and endpoint user environments. This role serves as the primary escalation point for L1 support technicians, ensuring optimal uptime, network connectivity, and end-user productivity.
- Key Responsibilities
- 1. Level 2 Network Operations
- Infrastructure Management: Configure, monitor, and troubleshoot managed switches, routers, firewalls, and wireless access points (WAPs).
- Network Services: Manage TCP/IP, VLAN segmentation, DHCP/DNS configurations, subnetting, and routing protocols.
- Connectivity & Remote Access: Provision and troubleshoot Site-to-Site and Client-to-Site VPNs (IPsec/SSL) for remote users and branch offices.
- ISP & Vendor Coordination: Diagnose WAN/LAN outages, track network performance metrics, and manage escalation tickets with telecom service providers.
- Physical Infrastructure: Maintain patch panels, cable runs, server rack organization, and hardware replacements within network closets.
- 2. Level 2 Desktop & Endpoint Support
- Advanced Escalation Handling: Resolve complex hardware, OS, and application failures escalated from Level 1 service desk agents.
- Identity & Access Management: Administer Active Directory (AD), Entra ID (Azure AD), Group Policy Objects (GPOs), and multi-factor authentication (MFA).
- Device Management: Package, deploy, and image Windows (10/11) and macOS endpoints using Microsoft Intune, SCCM, or equivalent MDM platforms.
- Patching & Security: Execute endpoint patch management, manage antivirus/EDR agents, and resolve security vulnerability findings.
- Peripherals & AV Systems:



Troubleshoot network printers, VoIP phone systems, and conference room audio-visual (AV) hardware.
- 3. System Administration & Documentation
- Incident & Ticket SLA Management: Maintain ownership of assigned tickets, perform root cause analysis (RCA), and escalate unresolved issues to L3/Systems Engineers.
- Asset Tracking: Maintain accurate records for hardware inventory, software licenses, and IP allocation.
- SOP Maintenance: Create and update internal knowledge base articles, network diagrams, and end-user guides.
- Technical Skills & Qualifications
- Networking: Solid grasp of OSI model, TCP/IP, VLAN tagging, NAT, VPN technologies, Firewall administration (e.g., Fortinet, Cisco, Palo Alto, Sophos), and Wi-Fi controllers.
- Operating Systems: Advanced administration of Windows 10/11, macOS, and foundational Windows Server experience.
- Cloud & Directory Services: Experience with Microsoft 365 Administration, Exchange Online, Active Directory, and Intune/Autopilot.
- Troubleshooting Tools: Proficiency with network diagnostics (e.g., Wireshark, Ping/Traceroute, PRTG, SolarWinds) and IT Service Management (ITSM) ticketing tools (e.g., ServiceNow, Jira, Infraon).
- Work Experience: 3 to 5 years of hands-on experience in a combined L2 Network and Desktop support setting.
- Education: Bachelor's degree or diploma in Computer Science, Information Technology, or a related technical field.
- Preferred Certifications:
- Networking: Cisco Certified Network Associate (CCNA) or CompTIA Network
- Desktop/Cloud: Microsoft Certified: Endpoint Administrator Associate (MD-102)
- Process: ITIL v3 / v4 Foundation
- Location - Bangalore (Hebbal)
- Min Exp - 4yrs

Drop cv - sushmita.rawat@team computers.com

Pay: ₹42,000.00 - ₹50,000.00 per month

Benefits

- Health insurance
- Provident Fund

Work Location: In person

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