IT Support Engineer – L2/L3

Job Title: IT Support Engineer L2 / L3

Experience Required: 3-6 Years

Location: Noida(Work From Office)

Employment Type: Full-Time

Department: Information Technology

Role Summary

The L2/L3 IT Support Engineer is responsible for providing advanced technical support, troubleshooting complex issues, and ensuring smooth operation of IT systems and services. This role acts as an escalation point from L1 support and works closely with infrastructure, security, and application teams to resolve incidents and implement long-term solutions.

Key Responsibilities

L2 Support Responsibilities

Provide second-level technical support for desktops, laptops, printers, and mobile devices

Troubleshoot issues related to Windows/Mac OS, MS Office, and standard enterprise applications

Handle incidents and service requests escalated from L1 support within defined SLAs

Perform user account management in Active Directory, Entra ID, Intune(user creation, password resets, group policies)

Support email systems (Outlook, Exchange/O365)

Assist with VPN, network connectivity, and Wi-Fi issues

Document incidents, resolutions, and procedures in the ticketing system

L3 Support Responsibilities

Act as the final escalation point for complex and critical IT issues

Diagnose and resolve advanced OS, application, network, and hardware issues

Manage and support servers, virtualization platforms, and cloud services (AWS/Azure/O365)

Handle patch management, system upgrades, and performance tuning

Collaborate with vendors and internal teams for root cause analysis and permanent fixes

Design, implement, and maintain IT processes, standards, and documentation

Provide guidance and mentoring to L1/L2 support teams

Technical Skills & Requirements

Strong knowledge of Windows and/or Linux operating systems

Experience with Active Directory, Entra, Intune, Group Policy, DNS, DHCP

Hands-on experience with Microsoft 365 / Exchange

Understanding of networking concepts (TCP/IP, LAN/WAN, VPN, firewalls)

Experience with virtualization (VMware, Hyper-V) and/or cloud platforms

Familiarity with ITSM tools (ServiceNow, Jira, Freshservice, etc.)

Basic understanding of IT security best practices

Qualifications

Bachelors degree in Computer Science, IT, or a related field (or equivalent experience)

36 years of experience

Relevant certifications are a plus (ITIL, Microsoft, Cisco, CompTIA, etc.)

Soft Skills

Strong analytical and problem-solving skills

Excellent communication and documentation skills

Ability to work independently and as part of a team

Customer-focused mindset with strong time management skills

Work Conditions

Require shift work, on-call support, or weekend availability

Ability to handle high-priority incidents and work under pressure

Think global. Think BIG.

Visit us: https://biglanguage.com

Linkedin: https://www.linkedin.com/company/big-language-solutions/mycompany/