Information Technology Support Engineer

JOB TITLE: IT Support Engineer (L1–L4 Support)

Department: IT Operations

Location: Hybrid

Overview

We are seeking skilled professionals across multiple support tiers (L1, L2, L3, L4) to ensure continuous, reliable, and high-quality technical support for enterprise systems, applications, and infrastructure. Each level builds upon the previous, providing progressively deeper technical expertise and ownership of issue resolution.

LEVEL 1 (L1) – Service Desk / Helpdesk Support

Act as the first point of contact for users via phone, chat, or ticketing system.

Basic knowledge of Windows/Mac OS, MS Office, email clients, printers, and networking basics.

LEVEL 2 (L2) – Technical / Application Support

Handle escalations from L1 and perform in-depth troubleshooting.

Support system configurations, patching, and application deployments.

Strong understanding of OS internals (Windows/Linux), Active Directory, networking (TCP/IP, DNS, VPN).

LEVEL 3 (L3) – Advanced / Escalation / Engineering Support

Perform deep-dive analysis into performance, security, and integration issues.

Develop automation scripts and tools to improve system reliability.

Work closely with developers to fix bugs and optimize system performance.

LEVEL 4 (L4) – Product Engineering / Vendor / Architectural Support

Engage in code-level debugging, architectural decisions, and performance optimization.

Support major incident resolution, problem management, and system upgrades.

Define best practices, standards, and technical documentation.

Conduct technical audits, system health checks, and improvement initiatives.