Level 2 Support Engineer

Job Summary:
We are seeking a proactive and detail-oriented Level 2 Hybrid Support Engineer specializing in Network and System Support. The ideal candidate will provide advanced technical support, troubleshooting, and administration for network infrastructures, servers, and end-user systems across our headquarters (HQ) and multiple retail outlets. This role requires excellent problem-solving skills, hands-on experience in network and systems management, and the ability to work effectively both remotely and onsite.

Key Responsibilities:

1. Provide second-level support for network and system-related issues escalated from Level 1 support.
2. Install, configure, maintain, and troubleshoot network infrastructure components (routers, switches, firewalls, wireless access points) at both HQ and retail outlets.
3. Manage and maintain server environments including Windows/Linux operating systems, virtualization platforms, and cloud services.
4. Perform routine network and systems health checks, monitoring performance, and proactively addressing potential issues across HQ and retail locations.
5. Collaborate with Level 3 engineers and vendors for complex troubleshooting and issue resolution.
6. Maintain accurate documentation of network and systems configurations, processes, and procedures.
7. Ensure compliance with security standards and best practices.
8. Assist in the planning and execution of network and systems upgrades and deployments across multiple locations.
9. Provide training and support to Level 1 technicians and end-users as required.

Qualifications and Experience:

1. Diploma or Bachelor’s Degree in Information Technology, Computer Science, or a related field.
2. Minimum of 3 years of experience in a similar hybrid support role.
3. Certifications such as CCNA, MCSA/MCSE, CompTIA Network+, or equivalent are highly preferred.
4. Strong working knowledge of network protocols (TCP/IP, DNS, DHCP, VPN).
5. Hands-on experience with network equipment (Cisco, Juniper, Palo Alto, or similar).
6. Proficient in managing and troubleshooting Windows Server, Linux environments, and virtualization technologies (VMware, Hyper-V).
7. Familiarity with cloud platforms (AWS, Azure, or Google Cloud) is advantageous.

Skills and Attributes:

1. Excellent analytical and problem-solving skills.
2. Strong communication and interpersonal abilities.
3. Ability to work independently and collaboratively in a team environment.
4. Detail-oriented with a focus on accuracy and quality.
5. Ability to handle multiple tasks simultaneously and prioritize effectively.

Work Environment:

1. Hybrid working model, combining remote work and onsite presence at HQ and retail outlets as required.
2. Occasional after-hours and weekend support may be necessary during critical upgrades or incident response.
3. Participation in a rotating duty and standby schedule is expected.

Reporting Structure:
Reports directly to the IT Infrastructure Lead.

Location:
Ubi Avenue 3 (HQ). Occasional travel to retail outlets as part of operational duties.

Compensation: Competitive salary based on qualifications and experience.