The primary job responsibilities of an L2/L3 Support include:

Ø Providing technical support services to customers and internal staff

Ø Analyzing and troubleshooting hardware and software issues

Ø Resolving complex problems related to applications, networks, and systems

Ø Creating reports and manuals to document problems and solutions

Ø Installing, configuring, and maintaining Windows, Linux, and Mac OS

Ø Identifying, diagnosing, and resolving network and system issues

Ø Performing system backups and restores

Ø Monitoring system performance and troubleshooting system errors

Ø Providing guidance and training to junior staff

Ø Ensuring customer satisfaction by providing prompt and courteous service

Must have skills:

Ø Must be aware of Microsoft technologies like AD, DNS, DHCP, IIS, FTP, Terminal- Server and application servers etc.

Ø Able to be aware of common networking concepts like, Ip addressing, VPN, Wi-Fi, Lan, Man, Wan, SSH, Telnet, Firewall, Printer etc.

Ø Must know Troubleshooting Laptop, Desktop, Printer and other hardware.

Ø Should be aware of Back up & restore technologies, Types of backups, online & offline backup, Server & Client patching, patch management, windows update, upgrade & downgrade, Software upgrade & downgrade etc.

Ø Should be aware with system monitor, network monitor, Remote access management, generating & managing report, MDM Reports, inventory report, A/V reports, Risk intelligence reports etc.

Ø Should have knowledge of IT process, Ticket management, solar-wind console management. Remote management tools etc.

Ø Communication ideas both verbally and in written form in a clear, concise, and professional manner

Ø Knowledge of network technologies (i.e., routers, switches, network, and routing protocols, DNS/DHCP)

Ø Knowledge & experience of troubleshooting for O365 admin, SharePoint, Teams, One Drive, Azure AD. For desktop experience with Outlook, Excel, Teams, mapped drives, Windows 10/11.

Ø Ability to understand and apply technical concepts

Ø Team skills, including the ability to establish and maintain effective working relationships

Ø Perform customer service duties and respond to customer request