Website:
thirdoctopus.com
Job details:
L2 IT Support Engineer – Job Description
Location: Gurugram – Udyog Vihar
Employment Type: Full-Time
Experience: 3–6 Years
Department: IT Infrastructure & Support
Work Mode: On-site
About the Role
We are looking for a skilled and customer-focused L2 IT Support Engineer to join our IT Infrastructure & Support team in Udyog Vihar, Gurugram. The role will be responsible for providing advanced technical support, troubleshooting complex IT issues, maintaining end-user infrastructure, and ensuring timely resolution of incidents and service requests.
The ideal candidate should have strong hands-on experience in Windows environments, Microsoft 365, Active Directory/Entra ID, networking, endpoint management, and IT troubleshooting, along with good communication and problem-solving skills.
Key Responsibilities
- Provide L2 technical support for desktops, laptops, applications, peripherals, and IT infrastructure.
- Troubleshoot and resolve complex hardware, software, OS, network, and connectivity issues.
- Support Windows 10/11 operating systems, system configuration, updates, and troubleshooting.
- Manage user accounts, permissions, password resets, and access-related issues using Active Directory / Microsoft Entra ID.
- Provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and related services.
- Troubleshoot LAN/WAN, Wi-Fi, VPN, DNS, DHCP, TCP/IP, and other network-related issues.
- Perform user onboarding/offboarding, device provisioning, software installation, and access configuration.
- Support endpoint security, antivirus/EDR, device compliance, and security policies.
- Monitor and manage incidents and service requests through the IT Service Management / Ticketing System.
- Ensure incidents are resolved within defined SLA and service standards.
- Perform root-cause analysis for recurring or complex technical issues and escalate to L3/vendor teams when required.
- Maintain accurate documentation of troubleshooting procedures, solutions, configurations, and IT assets.
- Assist with Microsoft Intune / Endpoint Management activities, if applicable.
- Support IT infrastructure changes, migrations, upgrades, and deployment activities.
- Coordinate with internal teams, vendors, and service providers for technical issue resolution.
- Maintain a high level of customer service and communicate technical issues clearly to end users.
Required Technical Skills
- Strong knowledge of Windows 10/11 troubleshooting and administration.
- Hands-on experience with Active Directory and Microsoft Entra ID.
- Good knowledge of Microsoft 365 administration and troubleshooting.
- Experience with Outlook, Teams, OneDrive, SharePoint, and Office applications.
- Good understanding of TCP/IP, DNS, DHCP, VPN, LAN/WAN and Wi-Fi.
- Experience with desktop/laptop hardware and peripheral troubleshooting.
- Knowledge of ITSM concepts, incident management and SLA-based support.
- Experience with remote support and troubleshooting tools.
- Basic understanding of Intune, endpoint management and security solutions is preferred.
- Knowledge of IT asset management and inventory processes.
Desired Certifications
Any of the following certifications would be an advantage:
- Microsoft Certified: Modern Desktop Administrator / Endpoint Administrator
- Microsoft 365 Certified certifications
- CompTIA A+
- CompTIA Network+
- ITIL Foundation
Soft Skills
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Customer-focused approach.
- Ability to prioritize and manage multiple incidents simultaneously.
- Good documentation and reporting skills.
- Ability to work independently as well as part of a team.
- Strong ownership and willingness to take issues to closure.
Education & Experience
- Bachelor's degree / Diploma in IT, Computer Science, Electronics, or a related field.
- 3–6 years of relevant experience in IT Support / Desktop Support / Infrastructure Support.
- Candidates with strong hands-on L2 support experience in a corporate environment will be preferred.
Key Performance Areas
- Timely resolution of L2 incidents and service requests.
- SLA compliance and reduced ticket backlog.
- Effective troubleshooting and first-time resolution.
- User satisfaction and quality of support.
- Accurate IT documentation and asset records.
- Proactive identification and resolution of recurring IT issues.
Location: Udyog Vihar, Gurugram
Role: L2 IT Support Engineer
Experience: 3–6 Years
- Employment: Full-Time / On-Site
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