L2 Desktop & Networking Support Engineer

Role Overview The L2 Desktop & Networking Support Engineer is responsible for providing advanced technical support for end-user systems, network operations, IT infrastructure, and security controls. This role involves troubleshooting complex issues, managing network devices, supporting Linux/Windows servers, and ensuring smooth day-to-day IT operations with a strong focus on compliance (SOC 2, ISO 27001, CERT-In).

Key Responsibilities

End-User & Desktop Support Provide L2 technical support for laptops/desktops (Windows, macOS, Linux). Troubleshoot OS, hardware, application, Outlook/Gmail, VPN, printing, and performance issues. Manage device onboarding/offboarding including user provisioning, access control, and asset updates. Install, configure, and patch OS & applications. Coordinate with L1 for escalations and closure of technical tickets.

Network Administration Manage and troubleshoot LAN/WAN issues, DHCP/DNS, routing, switching & Wi-Fi. Configure and monitor VLANs, trunk/access ports, DHCP scopes, and DNS forwarders. Basic firewall operations (Sophos, Palo Alto) including: Rule modification NAT / Port forwarding IP whitelisting Monitoring logs & alerts Manage enterprise Wi-Fi (Netgear/Aruba/Cisco) including SSID setup, channel optimization, and guest network isolation.

Server & Linux Support Basic administration of Linux systems (Rocky/Ubuntu/CentOS). Manage user accounts, permissions, SSH keys, sudoers, and systemd services. Troubleshoot server boot issues, LVM/partition management, disk alerts, and system performance. Support for hypervisors – VMware/Hyper-V/Harvester (basic operations).

Security & Compliance Support Support SOC 2, ISO 27001, CERT-In compliance activities. Maintain logs, monthly reports, patch status, antivirus compliance & asset inventory. Assist in vulnerability management, patch cycles & hardening checks. Ensure clear desk/clear screen, USB control, and access policies are followed. Assist in preparing audit evidence and documentation.

IT Infrastructure Operations Monitor servers, network devices, APs, printers, UPS & storage health (Nagios/Zabbix/PRTG). Manage IT assets, license tracking, vendor coordination, and procurement follow-up. Support meeting rooms (Wi-Fi, projectors, BenQ boards, VC setup). Provide support for office relocations, cabling, and hardware setups.

Required Skills Strong knowledge of Windows, macOS & Linux troubleshooting. Hands-on experience with VLANs, DHCP, DNS, switching (D-Link/Netgear/Aruba/Cisco). Familiar with firewalls: Sophos, Palo Alto, Fortinet (basic rule/NAT changes). Understanding of TCP/IP, routing, SSH, RDP, VPN, MTU, packet flow. Experience with ITSM tools, ticket handling, and incident/change management. Ability to generate and maintain compliance reports.

Good to Have RHCSA/RHCE, CCNA, Security+, or similar certifications. Experience with cloud platforms (AWS/Azure) – basic connectivity troubleshooting. Knowledge of hypervisors (VMware/Hyper-V/Harvester). Understanding of SOC 2, ISO 27001, CERT-In requirements.

Soft Skills Strong communication and documentation skills. Ability to work independently and handle high-priority incidents. Customer-centric mindset with ownership & accountability. Problem-solving and analytical thinking.

Education Bachelor’s degree in Computer Science, IT, Electronics, or related field. Relevant certifications preferred (RHCSA, CCNA, ITIL).