L2 Technical Support

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 (Power. Shell, Bash) for automation is a plus Analytical & problem-solving skills