L2 ServiceDesk Engineer

About the role

The Systems Engineer 2 is the first technical escalation point for business-critical issues, providing advanced troubleshooting and support across server, network, virtualization, cloud, and storage environments while ensuring excellent customer service and SLA compliance.

Key responsibilities

• Monitor and manage support tickets within SLA
• Troubleshoot and resolve infrastructure, server, and network issues
• Escalate complex technical issues when necessary
• Perform root cause analysis for recurring incidents
• Support Windows Server, virtualization, cloud, storage, and networking technologies
• Provide incident updates and customer communication
• Assist in automating repetitive administrative tasks
• Participate in after-hours on-call support

About you

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred
• Minimum of 2–3 years of experience in systems or infrastructure support
• Experience supporting enterprise IT environments
• Strong communication and customer service skills
• Knowledge of ITIL or other IT service management frameworks is an advantage
• Windows Server (2008–2019), Active Directory, DNS, DHCP, DFS, File & Print Services
• VMware and/or Hyper-V administration
• Microsoft Azure, AWS, or Google Cloud
• Storage technologies (SAN, iSCSI, Fibre Channel)
• Enterprise networking including SD-WAN, Firewalls, Switches, Routers, VPN/IPSec, and Wireless Access Points (WAPs)

Benefits

• HMO coverage effective Day 1
• Group Life Insurance
• Pet Insurance
• Night Shift Differential
• Government-Mandated Benefits
• 13th Month Pay
• Performance Bonus
• Paid Leaves
• Shuttle Service
• Subsidized Meals and Snacks
• Employee Rewards and Recognition