Technical Support Engineer

DUTIES AND RESPONSIBILITIES:

• Provide Level 2 support for client systems, networks, and infrastructure.
• Manage and resolve escalations from Level 1 Helpdesk.
• Troubleshoot hardware, software, network, and infrastructure issues.
• Analyze logs to identify root causes and implement solutions.
• Monitor system and network performance, availability, and health.
• Perform approved configuration changes, maintenance, upgrades, and migrations.
• Escalate complex issues to Level 3 engineers, vendors, or principals.
• Support incident management and critical incidents within SLA requirements.
• Provide technical guidance to Level 1 teams and timely client updates.
• Conduct preventive maintenance and infrastructure health checks.
• Document incidents, resolutions, configurations, and procedures.
• Improve knowledge bases, SOPs, and troubleshooting guides.
• Identify recurring issues and recommend preventive actions.
• Participate in on-call and after-hours support as required.
• Perform other technical and operational duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree in IT, Computer Science, Computer Engineering, Electronics Engineering, or related field.
• 2–3 years of experience in technical support, network operations, infrastructure support, or systems administration.
• Strong knowledge of networking and IT infrastructure.
• Hands-on experience troubleshooting enterprise IT and network environments.
• Knowledge of TCP/IP, DNS, DHCP, VLAN and routing, LAN/WAN, and network troubleshooting.
• Working knowledge of Windows and/or Linux environments and basic server infrastructure.
• Strong analytical, troubleshooting, and problem-solving skills.
• Good communication, coordination, and customer service skills.
• Ability to work independently, prioritize incidents, and meet SLA requirements.
• Willing to participate in on-call and after-hours support.
• Willing to be temporarily assigned or deployed to other client sites as required.