Medha Cloud
Website:
medhacloud.com
Job details:
L1 / L2 Support Engineer
Full-Time • IT / Technical Support • Bengaluru • 1–3 Years
DEPARTMENT
IT Support
EXPERIENCE
1–3 Years
LOCATION
Bengaluru
TYPE
Full-Time
ABOUT THE ROLE
We are looking for a technically sound and customer-focused Support Engineer to handle front-line (L1) and technical escalation (L2) tickets. You will diagnose issues, resolve incidents, and coordinate with engineering teams — ideal for someone who enjoys fast-paced problem solving and clear communication.
RESPONSIBILITIES
• Handle inbound tickets, calls, and chats as the first point of contact; triage and categorise issues by severity and type
• Resolve known issues using runbooks and KB articles; manage password resets, access requests, and account management
• Escalate unresolved issues with full context, then own escalated tickets through to resolution
• Perform root cause analysis and troubleshoot application, network, and infrastructure issues in depth
• Coordinate with engineering and DevOps teams during critical incidents and outages
• Maintain and update knowledge base articles, SOPs, runbooks, and mentor junior team members
DAY-TO-DAY RESPONSIBILITIES
Incident & ticket management
• Monitor ticket queues and ensure SLA adherence at all times
• Diagnose hardware, software, network, and application issues
• Communicate status updates clearly to end users and stakeholders
• Identify recurring issues and flag patterns to the engineering team
Technical troubleshooting
• Troubleshoot Windows / Linux / macOS environments
• Handle VPN, Active Directory, DNS, DHCP, and connectivity issues
• Support cloud platforms (AWS, Azure, GCP) at a working level
Documentation & reporting
• Write and maintain runbooks, SOPs, and knowledge base articles
• Generate weekly incident and SLA compliance reports
REQUIREMENTS
• Bachelor's in Computer Science, IT, or related field
• 1–3 years experience in a technical support role
• Strong understanding of ITIL / ITSM fundamentals
• Working knowledge of Windows and Linux OS
• Networking concepts — TCP/IP, DNS, DHCP, VPN
• Experience with Active Directory and user management
• Understanding of SLA management and escalation protocols
• Strong verbal and written communication skills
NICE TO HAVE
• CompTIA A+, Network+, or ITIL Foundation certification
• Scripting skills — Bash, PowerShell, or Python
• Experience with AWS, Azure, or GCP
• Monitoring tools — Datadog, New Relic, or PagerDuty
• Remote desktop tools — AnyDesk or TeamViewer
SKILLS AT A GLANCE
Technical troubleshooting
Customer communication
Windows / Linux
Networking (TCP/IP, DNS, VPN)
Active Directory
SLA management
Root cause analysis
Cloud basics (AWS/Azure/GCP)
Incident management
Documentation & SOPs
How to Apply
Send your resume and a brief cover letter to:
internship@medhahosting.com
Subject: L1/L2 Support Engineer — [Your Name]
Click on Apply to know more.