C V Raman Academy
Website:
cvramanschoolexams.com
Job details:
Job Title: L1 / L2 Engineer – Field Engineer
Department: Technical Support
Reports To: Team Lead – Technical Support
Location: Coimbatore/Bangalore/HYD
Employment Type: Full-Time
Estimated Monthly Take-Home After PF: ₹25,000(MIN) – ₹30,000(MAX)
Number of Positions: 2
Working Time: 9 am to 6 pm
Week off: 2nd and 3rd Saturdays/All Sundays
Remote working flexibility : No
Job Summary
We are seeking a skilled and proactive L1 & L2 Engineer / Field Engineer to provide technical support, troubleshooting, and onsite assistance to clients. The role involves handling hardware, network, and software-related issues, supporting installations, managing escalations, and ensuring timely resolution of service tickets as per defined SLAs. The candidate should possess strong technical knowledge, problem-solving abilities, and willingness to travel for field assignments when required.
Key Responsibilities
1. L1 Support (First-Level Support)
- Provide first-level technical support for hardware, software, and network issues
- Respond to service tickets, calls, and emails within SLA timelines
- Perform initial diagnosis and basic troubleshooting
- Install, configure, and maintain desktops, laptops, printers, and peripherals
- Escalate unresolved issues to L2 or higher-level support teams
2. L2 Support (Advanced Troubleshooting)
- Handle escalated technical issues requiring deeper technical expertise
- Troubleshoot network devices, servers, firewalls, and security systems
- Perform system upgrades, patches, and configuration changes
- Assist in server maintenance, backup monitoring, and system performance checks
- Support cloud-based environments and remote infrastructure (if applicable)
3. Field Support & Onsite Services
- Provide onsite technical support at client locations
- Install and configure network equipment, routers, switches, access points
- Conduct preventive maintenance and health checks
- Coordinate with vendors and OEMs for hardware replacements
- Ensure proper documentation of onsite activities and client signoffs
4. Incident & Ticket Management
- Manage and update tickets in the service management system
- Ensure SLA adherence and timely resolution
- Maintain incident logs and service reports
- Perform root cause analysis for recurring issues
5. Documentation & Reporting
- Maintain system configuration records and asset details
- Prepare daily/weekly support reports
- Update knowledge base with troubleshooting steps
- Ensure compliance with IT policies and security guidelines
Required Qualifications
- Diploma / bachelor’s degree in computer science, IT, or related field
- 1–5 years of experience in IT support / field support roles
- Experience in handling desktop support, networking, and basic server environments
Technical Skills Required
- Windows OS installation and troubleshooting
- Basic networking knowledge (TCP/IP, DNS, DHCP)
- Router, switch, firewall configuration (basic to intermediate level)
- Active Directory and user management
- Printer and peripheral support
- Understanding of cloud platforms (basic knowledge preferred)
- Knowledge of ticketing tools (Freshdesk, ServiceNow, etc.)
Key Competencies
- Strong troubleshooting and analytical skills
- Good communication and client-handling abilities
- Ability to work independently and in field environments
- Willingness to travel locally for client support
- Time management and SLA adherence
Preferred Certifications (Added Advantage)
- CompTIA A+ / Network+
- CCNA
- Microsoft / Azure Fundamentals
- ITIL Foundation
KPIs / Performance Indicators
- Ticket resolution time & SLA adherence
- First-call resolution rate
- Customer satisfaction score
- Escalation management efficiency
- Field visit effectiveness & service quality
Click on Apply to know more.