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Job Description

Role Overview

The L2 IT Infrastructure & Managed Services Engineer will provide advanced technical support across server, network, cloud, security, and end-user technologies. The role involves handling escalated incidents, performing root-cause analysis, executing infrastructure changes, and ensuring high availability of IT services in a managed services environment.

Key Responsibilities

A. Server & Virtualization

Manage and support Windows & Linux servers (installation, configuration, patching, troubleshooting). Working knowledge of handling cloud infrastructure. Perform OS hardening, performance tuning, user/group management, and backup validation. Handle Active Directory, DNS, DHCP, Group Policies, File Server, Print Server.

B. Network Infrastructure

Troubleshoot L2-level issues in LAN/WAN, switching, routing, and wireless networks. Manage VLANs, STP, ACLs, port security, VPN, WAN technologies. Support configuration of routers, L2/L3 switches, firewalls (Cisco, Fortinet, Sophos, Palo Alto—any applicable). Monitor network performance and escalate complex cases to L3 when required.

C. Cloud & Backup

Support cloud platforms: Microsoft 365, Azure, or AWS (as applicable). Manage user provisioning, policies, security settings, Azure AD, OneDrive, SharePoint.

D. IT Security

Implement and monitor security controls such as endpoint protection, patching, DLP, MFA, encryption. Respond to security alerts, vulnerabilities, and participate in remediation efforts. Maintain compliance with organizational IT security standards.

E. End-User & Desktop Support (Advanced L2)

Handle escalations for Windows, endpoint, and other software issues like GIS, Office, and Adobe. Diagnose Windows OS issues, application failures, peripheral faults, mobility support. Manage laptop/desktop imaging, asset lifecycle, application deployment.

F. Monitoring & Incident Management

Manage incidents, service requests, and changes in ITSM tools (ServiceNow, ManageEngine). Prepare RCA for recurring issues and propose preventive actions.

Required Skills & Competencies

Technical Skills

Strong knowledge of Windows/Linux server administration. Good understanding of networking fundamentals (CCNA-level). Experience with virtualization and cloud environments. Familiarity with IT security tools and policies. Solid troubleshooting skills following ITIL practices.

Soft Skills

Strong communication and documentation skills. Ability to handle pressure and manage multiple priorities. Customer-oriented mindset with proactive approach. Team player with willingness to learn new technologies.

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