L2/L3 Support Engineer

Actively Reviewing the Applications

SupportHub360

India, Kerala, Ernakulam Full-Time On-site

Posted 4 hours ago • Apply by June 10, 2026

Job Description

Key Responsibilities and duties are as follows:

Executes advanced technical support requests, ensuring timely and high-quality resolution of complex issues
Serves as a secondary escalation point, supporting structured resolution workflows under the guidance of the Lead Technical Engineer
Mentor's junior engineers, reinforcing technical standards and best practices
Manages onboarding of new clients and supports technical project execution
Identifies inefficiencies and contributes to operational improvements and documentation updates
Maintains and optimizes technical systems to enhance reliability and performance
Performs system administration, troubleshooting, and infrastructure support across client environments
Develops and maintains technical documentation to support knowledge sharing and process improvement
Collaborates with internal departments to ensure seamless delivery of services and products
Escalates unresolved complaints or service improvement opportunities to the Lead Technical Engineer
Upholds strict confidentiality and security standards in handling client data
Delivers consistent, high-quality work with minimal supervision
Supports the evolution of internal processes and SOPs
Identifies upsell opportunities and contributes to client relationship growth
Responds to emails, phone calls, and instant messages in a professional and timely manner
Coordinates with the Lead Technical Engineer on ticket prioritization and service alignment

Skills & Experience

Windows Server administration and troubleshooting (Active Directory, Group Policy, DNS, DHCP and server maintenance)
5+ years of experience in MSP technical support or similar roles within AU/NZ/UK/US/CAN markets
Strong mentoring background and ability to support junior engineers
Expertise in Microsoft 365, Azure, IT Security, VOIP and cloud-based collaboration tools
Experience in remote technical support environments
High proficiency in written and spoken English
Strong organizational skills and attention to detail
Demonstrated experience in: Microsoft 365 Azure AD administration
Windows desktop and printer troubleshooting
VOIP and internet diagnostics
Firewall deployment and configuration
IT security controls and monitoring
IP networking principles
Backup management and restoration
DNS records and remote access solutions