Information Technology Engineer

Job Description:

Job Title: L2 IT Engineer

Department: Information Technology

Experience: 4 to 8 Years

We Are Looking For an L2 IT Engineer (also called L2 Support Engineer / IT Support Engineer – Level 2) is a mid-level technical professional responsible for resolving more complex technical problems that L1 support cannot handle. In a manufacturing environment, this role often supports production systems, plant IT infrastructure, ERP (like SAP), network devices, industrial PCs, and user endpoints.

About the Role

This role is essential for providing technical support and troubleshooting for various IT issues, ensuring smooth operations within the manufacturing environment.

Responsibilities

Technical Support & Troubleshooting

• Provide second-level support for escalated issues from L1 helpdesk.
• Diagnose and resolve hardware, software, OS, and network issues on desktops, laptops, servers, printers, and peripherals.

Incident & Problem Management

• Log, update and manage support tickets using helpdesk tools.
• Perform root cause analysis for recurring issues and implement fixes.
• Ensure issues are resolved within defined time frames.

System Maintenance & Upgrades

• Install, configure and update operating systems and applications.
• Support OS patches, firmware updates on servers and endpoints.

User Support & Training

• Support end users, including engineers and plant staff, with technical issues.
• Provide guidance on using software tools and basic system functions.

Network & Infrastructure Coordination

• Assist in resolving connectivity issues within manufacturing networks (LAN/WAN).
• Coordinate with network teams or vendors for escalated problems.

Documentation & Reporting

• Maintain accurate documentation of troubleshooting steps, resolutions, and SOPs.
• Write user guides and knowledge base articles.

Collaboration & Escalation

• Work with L1 support, L3 teams, vendors, and cross-functional stakeholders to solve issues.
• Escalate complex cases to senior teams when necessary.

Qualifications : IT / Computer or equivalent diploma.

• Certifications like CCNA, or Microsoft/Network certifications.

Required Skills

Strong problem-solving and analytical skills.

• Good communication for interacting with users and teams.
• Ability to work under pressure manufacturing uptime is critical.