Azalio
L1/L2 Support Engineer
Gurgaon·Full Time·On-site·4-6 years
Technical troubleshootingNetwork configurationOperating systems knowledgeHardware diagnosticsSoftware installationRemote support toolsTicketing systemsCustomer service skillsCommunication skillsProblem-solving abilitiesTime managementDocumentation skillsTeam collaborationIncident managementKnowledge of ITIL practicesScripting skillsDatabase managementSecurity protocolsVirtualization technologiesCloud services knowledge
Role Overview
L1/L2 Support Engineer
Location: Gurgaon, India
Employment Type: Full Time
Experience Level: Senior-Level (4-8 years)
Job Overview: We are seeking a skilled L1/L2 Support Engineer to join our team. The ideal candidate will have extensive experience in technical troubleshooting, network configuration, and customer service. This role involves providing high-quality support to our clients, ensuring their systems run smoothly and efficiently.
Required Qualifications and Experience
Soft Skills:
- Excellent customer service skills.
- Strong communication and interpersonal skills.
- Effective problem-solving abilities.
- Time management and organizational skills.
- Ability to work collaboratively in a team environment.
What You Will Do
- Develop, document, and maintain detailed Method of Procedures (MOPs) for support tasks.
- Collaborate with cross-functional teams to resolve complex technical issues.
- Lead integration and testing processes for new systems and applications.
- Provide remote support to clients using various remote support tools.
- Manage and prioritize incoming support tickets using ticketing systems.
- Conduct hardware diagnostics and perform software installations as needed.
- Ensure adherence to ITIL practices in incident management and service delivery.
- Document all support activities and maintain accurate records of incidents and resolutions.
- Assist in the configuration and management of network systems and security protocols.
- Utilize scripting skills to automate routine tasks and improve efficiency.
- Support database management and cloud services as required.
Skills and Experience
- Proficient in technical troubleshooting and network configuration.
- Strong knowledge of operating systems (Windows, Linux, etc.).
- Experience with hardware diagnostics and software installation.
- Familiarity with remote support tools and ticketing systems.
- Understanding of virtualization technologies and cloud services.
- Knowledge of security protocols and best practices.
- Experience with database management systems.
Preferred Experience
- Certifications in ITIL, CompTIA, or similar.
- Specialized training in network security or cloud technologies.
- Experience with scripting languages (e.g., Python, Bash).
How We Work
Ownership-led delivery
We expect every team member to understand the problem, take responsibility and follow through.
Architecture-grounded engineering
Design is validated before implementation begins. Standards and governance are embedded throughout.
Evidence over assumption
Delivery is supported by documentation, runbooks, test results and acceptance evidence.
Continuous improvement
Lessons from every engagement are captured and reused across practices and programs.
Application Process
- 1Submit your application with CV and cover note below
- 2Our team will review your background and reach out within a reasonable timeframe
- 3Initial conversation to understand your experience and explore mutual fit
- 4Technical and role discussion with the practice team
- 5Offer and onboarding