An L2 Engineer is responsible for providing second-level support for technical issues, troubleshooting complex problems, and maintaining the infrastructure. They handle escalated issues that cannot be resolved by L1 engineers and ensure the stability, performance, and security of the systems.
Responsibilities
· Handle Escalated Issues: Address and resolve technical issues that have been escalated from L1 support.
· Troubleshooting: Diagnose and troubleshoot complex problems involving hardware, software, and network systems.
· System Maintenance: Perform regular maintenance and updates to ensure optimal performance and security.
· Network Configuration: Configure and maintain network devices such as routers, switches, and firewalls.
· Performance Monitoring: Monitor system performance and identify potential issues before they impact operations.
· Documentation: Maintain accurate records of incidents, changes, and configurations.
· Collaboration: Work closely with other IT teams to support overall IT infrastructure.
· Security: Ensure compliance with security policies and perform regular security assessments.
· Training and Mentorship: Provide technical guidance and mentorship to L1 engineers.
Qualifications
· Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
· Experience: Proven experience in technical support or network engineering.
· Skills: Strong understanding of networking protocols, hardware, and software. Excellent problem-solving and analytical skills. Strong communication and teamwork abilities.
· Certifications: Relevant certifications such as CCNA, CCNP, or equivalent are preferred.
Desired Skills
· Proficiency in network protocols (TCP/IP, DNS, DHCP).
· Experience with firewall management and network security.
· Familiarity with monitoring tools (e.g., SolarWinds, PRTG).
· Knowledge of routing and switching protocols (BGP, OSPF, EIGRP).