IT Support Engineer (L1/L2)

We are seeking a proactive and detail-oriented IT Support Engineer to provide Level 1 and Level 2 technical support across the organization. The ideal candidate will be responsible for maintaining IT systems, resolving technical issues, and ensuring smooth day-to-day operations of IT infrastructure. This role requires strong troubleshooting skills, a solid understanding of networking fundamentals, and the ability to work in a fast-paced environment.

Key Responsibilities:

• Provide L1/L2 technical support for hardware, software, and network-related issues.
• Manage and resolve tickets, calls, and service requests within defined SLAs.
• Install, configure, and maintain desktops, laptops, printers, and end-user devices.
• Administer user accounts, permissions, and access through Active Directory.
• Monitor IT infrastructure including networks, servers, and applications in real time.
• Respond to system alerts, troubleshoot issues, and escalate when necessary.
• Perform basic network troubleshooting (TCP/IP, DNS, DHCP, VPN, firewalls, switches).
• Ensure system uptime, performance, and availability of services.
• Maintain incident logs, reports, and technical documentation for audits and knowledge base.
• Support system patching, updates, and backup processes.
• Coordinate with internal teams and external vendors for issue resolution.
• Assist in employee onboarding/offboarding, including system setup and access provisioning.

Tools & Technologies:

• Service Desk / ITSM Tools: ServiceNow, Jira Service Management, Freshservice, ManageEngine ServiceDesk Plus
• Remote Support Tools: TeamViewer, AnyDesk
• Monitoring & NOC Tools: Nagios, Zabbix, PRTG Network Monitor, SolarWinds Network Performance Monitor

Required Skills & Qualifications:

• Strong troubleshooting and analytical skills.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Hands-on experience with Windows and/or Linux operating systems.
• Familiarity with ITIL processes (Incident, Problem, and Change Management).
• Excellent communication and documentation skills.
• Ability to work in a 24/7 shift-based environment (if required).