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 (PowerShell, Bash) for automation is a plus

• Analytical & problem-solving skills