L2 IT Infrastructure Support Engineer

Job Summary

We are seeking a skilled L2 IT Infrastructure Support Engineer with healthcare industry

experience to join our IT team. In this role, you will provide advanced technical support for

critical IT infrastructure in a healthcare environment, ensuring high availability, security, and

compliance with regulations, and other data protection standards.

You will handle escalated incidents from L1 support, perform in-depth troubleshooting of

servers, networks, storage, and clinical systems, while minimizing downtime for patient care

operations. This is a hands-on role requiring strong problem-solving skills, knowledge of

healthcare workflows, and the ability to work in a 24x7 support environment with on-call

rotations.

Key Responsibilities

• Act as the primary escalation point for complex infrastructure incidents from L1

support.

• Troubleshoot and resolve issues related to Windows/ servers, Active Directory, ,

storage (SAN/NAS), and cloud environments (Azure/AWS).

• Support network infrastructure including switches, routers, firewalls, VPNs, and

wireless networks; perform basic L2/L3 troubleshooting.

• Ensure connectivity and support for clinical systems such as EHR/EMR , PACS,

RIS, LIS, medical devices, and HL7 interfaces.

• Manage backups, disaster recovery, and high-availability solutions.

• Enforce security policies, patch management, vulnerability remediation, and access

controls while maintaining strict HIPAA compliance.

• Collaborate with vendors, application teams, and L3 engineers for root cause analysis

and permanent fixes.

• Document incidents, resolutions, and knowledge base articles; contribute to ITIL-

based processes (Incident, Problem, Change Management).

• Participate in infrastructure upgrades, migrations, and projects with minimal impact

on clinical operations.

• Provide on-site and remote support to end-users, including clinicians and

administrative staff.

• Perform routine maintenance during approved change windows and on-call support.

Required Qualifications and Skills

Experience:

• 3–6+ years of IT infrastructure support experience, with at least 2 years in a

healthcare/hospital setting (highly preferred).

• Proven L2-level troubleshooting experience.

Technical Skills:

• Strong knowledge of Windows Server, Active Directory, Group Policy, DNS,

DHCP.

• Experience with Wifi setup.

• Networking fundamentals (TCP/IP, VLANs, routing, firewalls — Cisco preferred).

• Cloud fundamentals (Azure or AWS).

• Backup and storage technologies.

Certifications (Preferred):

• CompTIA A+, Network+, Security+

• Microsoft (MCSA/MCSE or Azure Administrator)

• Cisco (CCNA)

• ITIL Foundation

• Healthcare-specific (e.g., HCISPP) — advantage

Soft Skills:

• Excellent communication and customer service skills (ability to explain technical

issues to non-technical clinical staff).

• Strong analytical and problem-solving abilities under pressure.

• Team player with the ability to work independently.

• High sense of urgency and ownership in a mission-critical healthcare environment.

Education

• Bachelor's degree in Computer Science, Information Technology, or related field (or

equivalent experience).

Work Environment

• Hospital / Multi-facility healthcare setting.

• Shift-based or rotational on-call support (including nights/weekends).

• Combination of desk, data center, and clinical floor work.