L2 IT Infrastructure & Managed Services Engineer

Role Overview

The L2 IT Infrastructure & Managed Services Engineer will provide advanced technical support across server, network, cloud, security, and end-user technologies. The role involves handling escalated incidents, performing root-cause analysis, executing infrastructure changes, and ensuring high availability of IT services in a managed services environment.

Key Responsibilities

A. Server & Virtualization

• Manage and support Windows & Linux servers (installation, configuration, patching, troubleshooting).
• Working knowledge of handling cloud infrastructure.
• Perform OS hardening, performance tuning, user/group management, and backup validation.
• Handle Active Directory, DNS, DHCP, Group Policies, File Server, Print Server.

B. Network Infrastructure

• Troubleshoot L2-level issues in LAN/WAN, switching, routing, and wireless networks.
• Manage VLANs, STP, ACLs, port security, VPN, WAN technologies.
• Support configuration of routers, L2/L3 switches, firewalls (Cisco, Fortinet, Sophos, Palo Alto—any applicable).
• Monitor network performance and escalate complex cases to L3 when required.

C. Cloud & Backup

• Support cloud platforms: Microsoft 365, Azure, or AWS (as applicable).
• Manage user provisioning, policies, security settings, Azure AD, OneDrive, SharePoint.

D. IT Security

• Implement and monitor security controls such as endpoint protection, patching, DLP, MFA, encryption.
• Respond to security alerts, vulnerabilities, and participate in remediation efforts.
• Maintain compliance with organizational IT security standards.

E. End-User & Desktop Support (Advanced L2)

• Handle escalations for Windows, endpoint, and other software issues like GIS, Office, and Adobe.
• Diagnose Windows OS issues, application failures, peripheral faults, mobility support.
• Manage laptop/desktop imaging, asset lifecycle, application deployment.

F. Monitoring & Incident Management

• Manage incidents, service requests, and changes in ITSM tools (ServiceNow, ManageEngine).
• Prepare RCA for recurring issues and propose preventive actions.

Required Skills & Competencies

Technical Skills

• Strong knowledge of Windows/Linux server administration.
• Good understanding of networking fundamentals (CCNA-level).
• Experience with virtualization and cloud environments.
• Familiarity with IT security tools and policies.
• Solid troubleshooting skills following ITIL practices.

Soft Skills

• Strong communication and documentation skills.
• Ability to handle pressure and manage multiple priorities.
• Customer-oriented mindset with proactive approach.
• Team player with willingness to learn new technologies.