L1/L2 IT Support Engineer

Job Summary

• The L1/L2 IT Support Engineer is responsible for providing first and second-level technical support to end users, ensuring smooth operation of IT systems, hardware, software, and network infrastructure.

• The role involves troubleshooting technical issues, managing user requests, supporting IT infrastructure, and escalating complex incidents when necessary.

Key Responsibilities
Technical Support (L1 Support):

• Provide first-level support for hardware, software, network, and system-related issues.

• Respond to IT helpdesk tickets, emails, and phone support requests.

• Install, configure, and troubleshoot desktops, laptops, printers, and mobile devices.

• Perform user account setup, password resets, and access management.

• Support Microsoft Windows, Office applications, and enterprise software.

• Assist users with VPN connectivity and remote access issues.

• Document incidents, solutions, and troubleshooting steps.

Advanced Support (L2 Support):

• Diagnose and resolve complex technical issues escalated from L1.

• Manage Active Directory user administration and group policies.

• Troubleshoot LAN/WAN connectivity, Wi-Fi issues, and network devices.

• Support server environments and shared resources.

• Configure and maintain email systems (Microsoft 365/Exchange).

• Perform system updates, patches, and security compliance checks.

• Monitor system performance and recommend improvements.

Infrastructure & Systems Management:

• Maintain IT asset inventory and lifecycle management.

• Support backup and recovery procedures.

• Assist in system deployments, migrations, and upgrades.

• Ensure endpoint security and antivirus compliance.

• Support cloud platforms and collaboration tools.

Documentation & Reporting:

• Maintain knowledge base articles and user guides.

• Prepare incident reports and resolution summaries.

• Track SLA compliance and ticket resolution timelines.

User Support & Training:

• Provide end-user training and onboarding IT setup.

• Support meeting room technology and conferencing systems.

• Educate users on IT security best practices.

Required Qualifications

• Bachelor’s Degree or Diploma in Computer Science, Information Technology, or related field.

• 2–5 years’ experience in IT Support or Helpdesk environment.

• Experience providing L1 and L2 technical support.

Technical Skills:

• Windows OS & Microsoft Office 365 Administration

• Active Directory & User Access Management

• Networking fundamentals (TCP/IP, DNS, DHCP)

• Hardware & Software troubleshooting

• Remote desktop support tools

• VPN configuration & troubleshooting

• Printer and peripheral support

• Basic server administration

• IT ticketing systems (Service

Now, Jira, Zendesk, Freshservice).

Soft Skills:

• Strong problem-solving and analytical skills

• Excellent communication and customer service skills

• Ability to multitask and prioritize issues

• Documentation and reporting skills

• Team collaboration and stakeholder engagement.

Application Closing Date
31st May, 2026.

How to Apply
Interested and qualified candidates should:

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