Job Description

Role Overview:

We are looking for a skilled and customer-focused

L2 / L3 Technical Support Field Engineer

to provide on-site and remote technical support for enterprise hardware, networking, and software systems. The ideal candidate should have hands-on troubleshooting expertise, strong communication skills, and the ability to resolve complex technical issues efficiently.

Key Responsibilities:L2 Responsibilities:

Provide

second-level support

for hardware, network, and application issues. Diagnose and resolve escalated tickets from L1 engineers. Perform system checks, preventive maintenance, and field visits for support. Coordinate with OEM/vendor support for hardware replacement or escalations. Install, configure, and upgrade desktop systems, routers, switches, and printers. Maintain documentation of incidents, resolutions, and preventive actions. Provide remote or on-site assistance for user issues and infrastructure downtime.

L3 Responsibilities:

Manage

complex technical escalations

and root cause analysis for recurring issues. Configure, troubleshoot, and optimize

servers, networks, and firewalls

. Implement and maintain IT security policies and backup procedures. Monitor system performance and deploy patches or upgrades when required. Guide and mentor L1/L2 engineers in troubleshooting and customer handling. Plan and execute

infrastructure migrations, system upgrades, and network optimization

. Collaborate with cross-functional IT teams for seamless operations and project rollouts.

Required Skills & Competencies:

Strong knowledge of

Windows/Linux servers

, AD, DHCP, DNS, and Exchange. Expertise in

LAN/WAN setup, firewalls, routers, switches, and VPNs

. Hands-on experience with

hardware diagnostics and system imaging tools

. Familiarity with

ticketing tools (JIRA, ServiceNow, Freshdesk, etc.)

. Understanding of virtualization platforms (VMware/Hyper-V). Excellent analytical, troubleshooting, and communication skills. Customer-oriented approach and strong documentation habits.

Qualifications:

Bachelor's degree or diploma in Computer Science, IT, or a related field. Relevant certifications preferred:

For L2:

CompTIA A+, Network+, Microsoft MCSA

For L3:

CCNA/CCNP, Microsoft MCSE, ITIL, or equivalent

Work Environment:

Field-based role -- requires travel to client sites for installations, maintenance, or troubleshooting.
Job Type: Full-time

Pay: ₹500,000.00 - ₹700,000.00 per year

Work Location: In person