L2 Technical Support

About this role

Focus: Resolving complex issues that L1 cannot handle; acts as an escalation point.
Typical Key Tasks:

Troubleshooting advanced hardware/software issues (e.g., OS errors, network connectivity)

Managing user permissions (Active Directory, Exchange, SaaS apps)

Investigating recurring incidents & applying known solutions

Escalating unresolved cases to L3 or vendor support

Assisting in minor system/application deployments

Common Skills Required:

Strong knowledge of networking (TCP/IP, DNS, VPN)

Experience with system administration (Windows Server, Linux)

Familiarity with ITIL processes (Incident, Problem Mgmt.)

Scripting (PowerShell, Bash) for automation is a plus

Analytical & problem-solving skills

Originally posted on Himalayas