IT Service Engineer -L2

Rayvector Technologies; Bengaluru; On-site; INR 500,000 - 700,000; Full time

Job summary

Rayvector Technologies is seeking an L2 Service Engineer to handle escalated incidents and service requests. You will perform hands-on troubleshooting across Windows, macOS, Linux endpoints, and network issues, while aligning with IT leadership's security and operational standards.

You will resolve tickets within SLA, assist with Active Directory/Entra ID tasks, M365 administration, and provide guidance to L1 staff. Shift and on-call rotations may be required.

Qualifications

• Diploma or Bachelor's degree in IT, CS, Electronics, or equivalent.
• 3–5 years of IT support experience, including at least 1 year at L2 level.
• Solid knowledge of Windows and M365 administration, Active Directory, and Intune basics.
• Networking fundamentals: TCP/IP, DNS, DHCP, VLAN, VPN.
• Experience with ticketing/ITSM tools and SLA-driven support.

Responsibilities

• Resolve escalated tickets within SLA and escalate to L3 vendors with clear diagnostics.
• Troubleshoot Windows, macOS, and Linux endpoints incl. OS, drivers, apps, performance.
• Provide M365 support: user/mailbox admin, Teams, SharePoint/OneDrive, licensing, MFA resets, Intune enrollment.
• Support Active Directory / Entra ID tasks: provisioning, group policies, access management.
• Diagnose network issues (LAN, Wi‑Fi, VPN, DNS, DHCP) and coordinate with network team.
• Perform patching, software deployment, and endpoint hardening with approved tooling.
• Assist with EDR/antivirus alerts, phishing reports, and first‑level security incident handling.
• Manage asset inventory, onboarding/offboarding, and hardware provisioning.
• Support lab and engineering workstations, including isolated or restricted‑network machines.
• Maintain accurate ticket records, knowledge base articles, and SOPs; identify recurring issues.
• Mentor L1 staff and share troubleshooting knowledge.

Skills

Windows administration

M365 administration

Active Directory / Entra ID

Networking fundamentals

ITSM tools

Education

Diploma/Bachelor's degree in IT/CS/Electronics

Tools

ITSM tools

Job description

The L2 Service Engineer handles escalated incidents and service requests that the L1 service desk cannot resolve. The role involves hands-on troubleshooting across endpoints, network, and Microsoft 365, and supports the security and operational standards set by IT leadership.

Key Responsibilities

• Resolve escalated tickets within SLA, and escalates to L3 or vendors with clear diagnostics where needed.
• Troubleshoot Windows, macOS, and Linux endpoints, including OS, drivers, applications, and performance issues.
• Provide M365 support: user and mailbox administration, Teams, SharePoint/OneDrive, licensing, MFA resets, and Intune enrollment and compliance.
• Support Active Directory / Entra ID tasks such as account provisioning, group policies, and access management.
• Diagnose network issues (LAN, Wi‑Fi, VPN, DNS, DHCP) and coordinate with the network team on switch and firewall changes.
• Perform patching, software deployment, and endpoint hardening using the approved tooling.
• Assist with EDR/antivirus alerts, phishing reports, and first‑level security incident handling.
• Manage asset inventory, onboarding/offboarding, and hardware provisioning.
• Support lab and engineering workstations, including isolated or restricted‑network machines.
• Maintain accurate ticket records, knowledge base articles, and SOPs; identify recurring issues for problem management.
• Mentor L1 staff and share troubleshooting knowledge.

Required Qualifications

• Diploma or Bachelor's degree in IT, Computer Science, Electronics, or equivalent.
• 3–5 years of experience in IT support, including at least 1 year at L2 level.
• Solid knowledge of Windows and M365 administration, Active Directory, and basic Intune.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLAN, VPN).
• Experience with ticketing/ITSM tools and SLA‑driven support.

Preferred Qualifications

• Certifications such as CompTIA A+/Network+, CCNA, Microsoft MD-102 / MS-900 / AZ-104, ITIL Foundation.
• Basic Linux administration and scripting (PowerShell, Bash).
• Exposure to EDR tools, backup solutions, and remote support platforms.

Structured troubleshooting, clear written and verbal communication, customer‑first attitude, willingness to work in shifts or on‑call rotations where needed, and attention to security hygiene.