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.

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