L2 Shift Engineer

Job Description:

• Role Overview: Provide intermediate-level technical support for IT infrastructure during assigned shifts, ensuring system and network uptime while performing troubleshooting and root cause analysis.
• Infrastructure Support: Handle L2-level issues across servers, storage, network, and applications.
• Monitoring & Incident Response: Monitor alerts from NMS/monitoring tools and respond promptly; escalate unresolved issues to L3 teams.
• Troubleshooting & Maintenance: Perform system and network fault diagnosis; execute routine maintenance tasks such as patching, backup validation, and disk cleanup.
• Vendor & Team Coordination: Coordinate with service providers, vendors, and internal teams for issue resolution and system improvements.
• Documentation & Reporting: Maintain shift logs, handover reports, incident documentation, and provide RCA inputs for SLA deviations.
• Hardware & On-Site Support: Support hardware failure handling, replacements, and verify resolution quality for critical incidents.
• Technical Skills: Administer Windows/Linux servers; configure and troubleshoot switches, routers, and firewalls; knowledge of Active Directory, DNS, DHCP, VPN, system log analysis; experience with backup systems, antivirus, and endpoint management; basic scripting using PowerShell or Shell.
• Certifications (Preferred): CCNA, MCSA, RHCSA, ITIL Foundation.
• Soft Skills: Strong problem-solving, decision-making, independent working capability, effective communication with remote teams, attention to detail, and disciplined documentation.