The L2 Service Desk Engineer is responsible for handling day to day responsibilities assigned and more complex technical issues that are escalated from the L1 team. This role requires a deeper understanding of IT systems, networks, and troubleshooting methodologies. The ideal candidate will have experience in diagnosing and resolving more advanced technical problems and providing a higher level of customer service.
Key Responsibilities:
- Handle escalated incidents and service requests from L1, ensuring timely resolution and communication with end-users.
- Diagnose and resolve complex technical issues, and application-related problems.
- Conduct root cause analysis on recurring incidents and work on implementing permanent solutions.
- Work closely with other IT teams to resolve issues that require specialized knowledge or software changes.
- Update and maintain detailed documentation, including knowledge base articles and troubleshooting guides.
- Provide guidance and support to L1 engineers, including training on new technologies and troubleshooting techniques.
Qualifications and Required Skills:
- Candidate should have sound knowledge of Linux & VMware
- Knowledge on different virtualization platform will be added advantage.
- Good practical working ability with VMware, OpenStack tools.
- Able to communicate effectively with internal customers.
- Experience working on Vmware vSphere administration skills.
- Good hands-on command line of ESX.
- Hands on experience on VNC, NX and tiger VNC
- Good hands-on Experience in diagnostics & troubleshooting of ESX server environment.
- Configure and Manage Monitoring Alerts w r t VMware Hypervisors and VM s
- Work on major severity and complex server issues
- Ability to read logs.
- Good knowledge and understanding of Virtual Machines, Windows/Linux Server
- Certification Preferred: Vmware, RHCSA
- Excellent analytical and problem-solving abilities.
- Strong communication skills, both verbal and written.
- Comfortable to work in 24/7 environment independently and handle multiple tasks with attention to detail.
- Good understanding of operational framework like ITIL and operations process
