L2 Onsite IT & Network Support Engineer

ob Description: L2 Onsite IT & Network Support Engineer

Role: L2 Onsite IT & Network Support Engineer

Experience: 5–10 Years

Job Type: Onsite IT Support

Support Level: L2

Focus Areas: Network Infrastructure, End-User Computing, Endpoint Management, and IT Asset Management

Job Overview

We are looking for an experienced L2 Onsite IT & Network Support Engineer to provide onsite technical support, troubleshoot network and infrastructure issues, manage end-user devices, and maintain IT assets. The candidate will act as a primary point of contact for onsite IT support and collaborate with L3 engineers, vendors, and technical teams to ensure smooth IT operations and timely resolution of technical issues.

Key Responsibilities

1. Network & Infrastructure Support

• Monitor network and infrastructure alerts and perform initial troubleshooting.
• Troubleshoot wired networks, Wi-Fi, internet connectivity, switches, and network ports.
• Perform network cabling, patching, labelling, and connectivity checks.
• Conduct approved device reboots, cable replacements, and physical power-redundancy checks.
• Collect logs and packet captures for escalation to L3 teams.
• Provide onsite hands-and-eyes support to L3 engineers and vendors.
• Perform routine infrastructure health checks, data centre patching, and approved firmware updates.

2. End-User & Workplace IT Support

• Provide L2 technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Diagnose and resolve hardware, software, and network-related issues.
• Install, configure, maintain, and troubleshoot desktop and laptop devices.
• Support workstation deployment, configuration, and patching.
• Provide onsite and remote technical assistance, including project-related and VIP user support.

3. Endpoint & Device Management

• Support device enrolment, provisioning, upgrades, and break/fix activities.
• Manage laptop and mobile device configurations through Microsoft Intune.
• Perform workstation patching and vulnerability management.
• Support device distribution, maintenance, and end-of-life disposal.
• Ensure device updates comply with company security requirements.

4. IT Asset & Inventory Management

• Maintain accurate records of IT assets, network equipment, racks, cabling, and ports.
• Track hardware assets and manage their lifecycle.
• Maintain local inventory of laptops, mobile devices, and peripherals.
• Initiate procurement requests for laptops, mobile devices, and printers.
• Assist with software management and subscription cost tracking.

5. User Access & Software Support

• Assist with user account creation, modification, and deletion.
• Manage user access permissions and security group memberships.
• Provide software installation, configuration, and end-user support.

6. Incident, Problem & Change Management

• Log, track, and manage incidents through the IT Service Management (ITSM) platform.
• Support root cause analysis and problem resolution.
• Coordinate with L3 engineers, vendors, and technical teams to resolve complex issues.
• Implement approved infrastructure changes in accordance with established change management procedures.

7. Documentation & Compliance

• Maintain technical documentation, asset records, procedures, and knowledge articles.
• Ensure all support activities follow approved security standards and operational procedures.
• Keep technical records accurate and up to date.

Required Skills & Qualifications

• 5–10 years of experience in onsite IT field support.
• Strong experience in L2 IT support and end-user computing.
• Hands-on experience troubleshooting desktops, laptops, printers, mobile devices, and peripherals.
• Good knowledge of wired networking, Wi-Fi, internet connectivity, switches, ports, and network cabling.
• Experience with network patching and basic network diagnostics.
• Working experience with Microsoft Intune and endpoint management.
• Knowledge of device provisioning, software deployment, patch management, and vulnerability management.
• Experience with ITSM tools, ticket management, and incident resolution.
• Ability to coordinate effectively with L3 teams, vendors, and other technical stakeholders.
• Strong troubleshooting, communication, documentation, and customer service skills.

Ideal Candidate Profile

The ideal candidate should be technically strong in onsite IT support, comfortable handling both end-user and basic network infrastructure issues, and capable of independently managing day-to-day IT operations while escalating complex issues to L3 teams when required.