L2 - IT Helpdesk Support Engineer

About

ITecSys Technologies is a specialist cybersecurity and managed IT firm with over 15 years of experience serving enterprise clients in healthcare and financial services across India and the United States. As we scale our Managed IT practice, we are looking for technically strong L2 Helpdesk Engineers who can own escalated incidents, drive root cause analysis, and raise the quality of support across the team.

Role overview

As an L2 Helpdesk Engineer, you will handle tickets escalated from L1, own P2/P3 incidents through to resolution within SLA, perform advanced troubleshooting across Windows, Linux, Active Directory, and Microsoft 365, and serve as a technical mentor to the L1 team. This role sits between frontline support and L3 you are expected to solve what L1 cannot, and escalate to L3 only what genuinely requires it.

Experience: 24 years at genuine L2 depth

Reports to: Service Desk Manager

Key responsibilities

• Handle escalated tickets from L1 and own resolution of P2/P3 incidents within defined SLA timelines
• Perform advanced troubleshooting and root cause analysis across OS, application, and network layers
• Administer Active Directory, Group Policy, and user account management
• Resolve Microsoft 365, Exchange, and email flow issues end-to-end
• Diagnose and resolve network connectivity issues DNS, DHCP, VPN, and routing basics
• Manage software deployments, patching, and system updates
• Collaborate with L3 teams and vendors on complex or recurring issues
• Maintain and contribute to the knowledge base; participate in change management activities
• Mentor L1 analysts improve their triage quality, documentation standards, and escalation judgement

Required qualifications

• 24 years of experience in IT support or helpdesk roles with demonstrated L2-level ownership
• Strong working knowledge of Windows and Linux operating systems
• Hands-on experience with Active Directory, Group Policy, and Azure AD
• Proficiency with Microsoft 365 Outlook, Teams, Exchange Online, SharePoint, OneDrive
• Solid understanding of networking fundamentals DNS, DHCP, VPN, basic routing
• Experience with ITSM tools ServiceNow, Freshservice, Jira Service Management, or equivalent
• B.E./B.Tech, BCA, MCA, or BSc Computer Science / IT (or equivalent)

Preferred qualifications

• ITIL 4 Foundation certification
• Microsoft certifications MD-102, MS-203, AZ-900, or equivalent
• CompTIA A+, Network+, or Security+
• Experience with endpoint management tools Intune, SCCM, or equivalent
• Exposure to scripting PowerShell or Bash for basic automation and diagnostics
• Prior experience in an MSSP or multi-client IT support environment

Work Style & Culture Fit

We operate in enterprise client environments where IT issues have direct business impact. The standard here is high tickets are owned, not passed; root causes are documented, not ignored; and L1 analysts are coached, not just managed.

How to Apply

Send your CV to [Confidential Information] Subject line: IT Helpdesk L2 Application | [Your Name]

In two to three lines, tell us about a P2 or P3 incident you owned end-to-end what the issue was, how you diagnosed it, and what the outcome was. Applications without this will be deprioritized.

Shortlisted candidates will be contacted within 7 business days.

Selection process: CV Screening Technical Assessment Technical Interview HR Round Offer