L1 L2 Support Engineer (Windows, Linux)

Job Description:

Job Title: L1-L2 Support Engineer

Shift Timings: 2 PM - 11 PM

Location: Work from Home

Experience Required: 4 - 8 Years

• Respond to and resolve basic technical support tickets, emails, or calls across Windows, macOS, and Linux environments.

• Log, categorize, and escalate incidents or service requests to L2/L3 teams if required.

• Monitor system alerts and proactively notify relevant teams.

• Assist with software installations, basic network troubleshooting, and system access issues on Windows, macOS, and Linux systems.

• Provide support for password resets, email issues (MS365), and end-user device setups (Windows, macOS, and Linux laptops/desktops).

• Provide L1-level support for Linux systems (basic command-line troubleshooting, user management, file permissions, service checks, and common distributions such as Ubuntu/CentOS/RHEL).

• Provide L1-level support for macOS systems (System Preferences, application management, basic Terminal commands, and enterprise integration).

• Document problems and their resolutions in the ticketing system.

• Maintain hardware and software inventories.

• Ensure proper communication and follow-up with users until issue resolution.

• Support onboarding/offboarding tasks (account creation, laptop/desktop imaging & setup for Windows, macOS, and Linux environments).

• Strong experience in Microsoft 365 Administration:

• Managing users, licenses, and distribution groups

• Working with Exchange Online, Teams, OneDrive, and SharePoint

• Troubleshooting MFA, compliance, and conditional access issues

• Assist with basic networking tasks including IP configuration, DNS/DHCP troubleshooting, and Wi-Fi connectivity issues.

Required Skills and Qualifications

:• intermediate understanding of Windows, macOS, and Linux operating systems, mobile devices, printers, and scanners

.• For Linux: Familiarity with basic shell commands, file system navigation, package management (apt/yum), service management, and common distributions (e.g., Ubuntu, CentOS/RHEL)

.• For macOS: Experience with system preferences, user account management, basic Terminal commands, and integration with enterprise tools like Microsoft 365

.• Familiarity with Windows, Office 365, and common enterprise tools

.• Good written and verbal communication skills

.• Strong problem-solving and time-management skills

.• Candidates must be open to working in a 24x7 shift environment, including night shifts, weekends, and public holidays

.

Additional Skills: • Remote desktop support tools (e.g., AnyDesk, TeamViewer, ScreenConnect, LogMeIn) – including SSH for Linux/macOS. • Ticketing systems (e.g., ServiceNow, Freshdesk, Zendesk, JIRA). • VPN configuration and troubleshooting. • Basic scripting (PowerShell or Bash). • Experience with antivirus & endpoint security tools. • Understanding of SLAs basi