Junior Engineer - Level 2 - Advanced Infra & Systems Support

Role level:
Level 2 (Advanced Support)

Typical experience:
3–6 years

Reporting to:
Service Delivery Lead / Customer Success Lead (as assigned)

Work model:
Onsite / Remote / Hybrid (based on customer deployment); may require roster for after-office support where contracted

Role purpose

Resolve complex incidents escalated from Level 1 through deeper technical diagnostics across endpoint, identity, network, and server foundations. Coordinate with vendors, execute approved changes, and produce clear technical handovers and RCA inputs to reduce recurring issues.

Key responsibilities

• Take ownership of escalated tickets from L1 and perform deeper diagnostics across systems and infrastructure components.
• Administer core Windows Server services (within customer scope) and support file/print services, DNS, DHCP, and directory fundamentals.
• Support Microsoft 365 / Google Workspace administration tasks (as assigned), including troubleshooting of service and identity-related issues.
• Perform firewall and VPN configuration support (routing, NAT, rules) under approved change control and documented procedures.
• Execute server patching, optimization, and maintenance tasks aligned with customer change windows.
• Triage endpoint detection and response (EDR) / security alerts and support security hygiene checks; escalate per incident workflow.
• Support virtualization platforms (VMware / Hyper-V): virtual machines, snapshots, and basic platform troubleshooting.
• Perform backup and restore operations (user-level and system-level as permitted) and validate recovery outcomes.
• Produce RCA notes and technical reports; document fixes, known errors, and prevention recommendations.
• Coordinate with application support teams and vendors/brands for escalations beyond L2 control.

Scope coverage (service-aligned)

• Advanced diagnostics across network, servers, and systems.
• Windows Server administration (AD basics, file/print services, patching).
• Firewall and VPN configuration support: routing, NAT, and rules (approved changes).
• Microsoft 365 / Google Workspace administration support.
• DNS, DHCP, file/print server support and optimization.
• Security alert triage (EDR checks, log inputs) and security hardening support tasks.
• Virtualization support: VMware / Hyper-V (VM operations, snapshots).
• Backup/restore operations and recovery validation.
• Cloud platform support (Azure/AWS) within L2 scope as assigned.
• RCA reporting and escalation coordination to vendors/application teams.
• Automation scripting exposure (PowerShell, Bash) for repeatable operations.

Required technical skillsets

• Systems & infrastructure
• Windows Server fundamentals and administration basics
• Active Directory / Azure AD fundamentals; Group Policy basics
• File/print services, DNS, DHCP troubleshooting
• Network & security
• Network diagnostics and troubleshooting methodology
• VPN concepts and client-to-site troubleshooting; basic firewall rule understanding
• Security hygiene: EDR checks, phishing triage, log-aware troubleshooting
• Operations & reliability
• Backup/restore processes and recovery verification
• Change control discipline and maintenance window execution
• Ability to produce clear technical handover notes and RCA inputs
• Automation
• Basic scripting capability (PowerShell or Bash) to automate repeat tasks

Tools & platforms exposure

• Admin tools: Active Directory Users and Computers, Group Policy Management (as needed)
• Microsoft 365 Admin Center / Google Admin Console (scope dependent)
• Firewall/VPN management consoles (customer dependent)
• Virtualization consoles (vCenter/ESXi or Hyper-V Manager)
• Backup tooling (customer dependent) and basic log analysis tools
• Scripting: PowerShell and/or Bash

Behavioural & service skillsets

• Structured problem-solving: hypothesis-driven troubleshooting and evidence-based actions.
• Good change discipline: follows approvals, rollback plans, and documentation standards.
• Vendor and stakeholder management: coordinates efficiently, keeps comms clear and timely.
• Strong documentation: fixes, workarounds, and prevention notes that L1 can reuse.

Education & experience requirements

• Diploma or Degree in Information Technology / Computer Science (or equivalent experience).
• 3–6 years in desktop support / infrastructure support with admin exposure.
• Experience in hybrid environments (on-prem + cloud) and recurring hard-ticket resolution is preferred.

Certifications (preferred / nice-to-have)

• Microsoft Certified: Azure Fundamentals (AZ-900) or equivalent (nice-to-have)
• CompTIA Network+ / Security+ (nice-to-have)
• ITIL Foundation (nice-to-have)

Success measures (KPIs)

• Resolution rate and turnaround for escalated (L2) tickets
• Quality of technical documentation and RCA completeness
• Reduction of repeat incidents through fixes/prevention recommendations
• Change success rate (low rollback/incident impact)
• Stakeholder satisfaction (customer IT + end users)

Working notes

Level 2 engineers are expected to operate with higher autonomy, follow change control, and own complex incidents to closure. They should actively transfer knowledge back to L1 to reduce recurrence and drive scalability.