VOVO IT
L2 Support Engineer – Job Description (5+ Years Experience)
Experience: 5+ Years
Provide Level 2 technical support for applications, infrastructure, and end-user issues.
Analyze, troubleshoot, and resolve incidents within defined SLAs.
Perform root cause analysis (RCA) and implement preventive measures.
Monitor system health, logs, and alerts to ensure service availability.
Escalate complex issues to L3 teams/vendors and coordinate resolution.
Support production deployments, patching, and maintenance activities.
Create and maintain technical documentation, SOPs, and knowledge base articles.
Collaborate with cross-functional teams to ensure smooth operations and customer satisfaction.
Strong troubleshooting skills in Windows/Linux environments.
Knowledge of Active Directory, DNS, DHCP, VPN, and networking fundamentals.
Experience with ticketing tools such as ServiceNow, Remedy, or Jira.
Hands-on experience in incident, problem, and change management.
Basic scripting knowledge (PowerShell, Bash, or Python) is preferred.
Understanding of ITIL processes and support best practices.
Bachelor's degree in Computer Science, Information Technology, or related field.
5+ years of experience in IT Support/Application Support/Infrastructure Support.
Relevant certifications (ITIL, Microsoft, Azure, AWS, etc.) are an added advantage.
Key Competencies
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management.
Ability to work in shifts and support critical incidents.
Customer-focused approach with attention to detail.
L2 Support Engineer – Job Description (5+ Years Experience)
Experience: 5+ Years
Provide Level 2 technical support for applications, infrastructure, and end-user issues.
Analyze, troubleshoot, and resolve incidents within defined SLAs.
Perform root cause analysis (RCA) and implement preventive measures.
Monitor system health, logs, and alerts to ensure service availability.
Escalate complex issues to L3 teams/vendors and coordinate resolution.
Support production deployments, patching, and maintenance activities.
Create and maintain technical documentation, SOPs, and knowledge base articles.
Collaborate with cross-functional teams to ensure smooth operations and customer satisfaction.
Strong troubleshooting skills in Windows/Linux environments.
Knowledge of Active Directory, DNS, DHCP, VPN, and networking fundamentals.
Experience with ticketing tools such as ServiceNow, Remedy, or Jira.
Hands-on experience in incident, problem, and change management.
Basic scripting knowledge (PowerShell, Bash, or Python) is preferred.
Understanding of ITIL processes and support best practices.
Bachelor's degree in Computer Science, Information Technology, or related field.
5+ years of experience in IT Support/Application Support/Infrastructure Support.
Relevant certifications (ITIL, Microsoft, Azure, AWS, etc.) are an added advantage.
Key Competencies
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management.
Ability to work in shifts and support critical incidents.
Customer-focused approach with attention to detail.
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
