Field Engineer L2

Position Title Level 2 Field Infrastructure Engineer (Network, EUC & Server/Storage) Location Onsite / Customer Locations with Remote Support Capability Job Summary The Level 2 Field Infrastructure Engineer provides advanced onsite and remote technical support for network infrastructure, end-user computing (EUC), and server & storage environments. This role handles complex troubleshooting, executes approved changes, supports migrations and upgrades, and acts as the primary escalation point for Level 1 field technicians.

The engineer works closely with L3 teams, service managers, and customers to ensure stable, secure, and optimized infrastructure operations. Key Responsibilities 1. Network Support & Troubleshooting (L2) Troubleshoot complex LAN, WAN, Wi-Fi, and VPN issues beyond L1 scope. Perform network diagnostics including latency, packet loss, routing, and VLAN issues.

Execute approved configuration changes on switches, routers, firewalls, and wireless controllers. Support network migrations, cutovers, and site deployments. Coordinate with L3 teams for advanced routing, security, or design issues. 2. EUC Support & Escalations (L2) Handle escalated EUC issues related to OS, drivers, application compatibility, and performance.

Support device lifecycle activities including refresh, upgrades, and bulk deployments. Troubleshoot M365, Outlook, Teams, OneDrive, and VPN client issues. Support Active Directory user/computer issues (passwords, group membership, GPO impact). Assist with endpoint security agents and device compliance issues. 3. Server Support (L2) Perform OS-level troubleshooting for Windows and Linux servers.

Support virtualization platforms (VMware / Hyper-V) for VM issues, snapshots, and resource alerts. Execute server patching, reboots, and maintenance activities. Assist with server provisioning, upgrades, and decommissioning. 4. Storage Support (L2) Troubleshoot storage connectivity and performance issues. Perform storage configuration tasks under change control (LUN mapping, disk expansion).

Support SAN/NAS environments and coordinate with vendors if required. Assist with backup and restore validation activities . 5. Incident, Problem & Change Management Act as escalation point for L1 field engineers. Perform root cause analysis (RCA) for recurring incidents. Execute approved changes and participate in change planning. Support major incident bridges and provide technical updates.

6. Documentation & Knowledge Transfer Create and maintain technical documentation, SOPs, and troubleshooting guides. Review and improve L1 documentation and handover quality. Provide technical guidance and on-the-job coaching to L1 technicians. 7. Customer & Stakeholder Engagement Interface directly with customer IT teams and stakeholders during onsite activities.

Provide technical explanations, recommendations, and risk awareness. Support audits, compliance checks, and service reviews. 8. Continuous Improvement Identify infrastructure risks, performance gaps, and improvement opportunities. Support automation, monitoring enhancements, and standardization initiatives. Stay current with evolving infrastructure technologies and best practices.

Required Skills & Qualifications Bachelor’s degree or equivalent experience in IT / Infrastructure. 4–7 years of experience in infrastructure support with strong field exposure. Strong hands-on experience in: Networking: Switching, routing, VLANs, Wi-Fi, VPN EUC: Windows/macOS, M365, AD, endpoint security Servers: Windows/Linux, virtualization (VMware/Hyper-V) Storage: SAN/NAS fundamentals, disk & capacity management Solid understanding of ITIL processes (Incident, Problem, Change).

Ability to work independently in onsite and remote scenarios. Strong customer communication and documentation skills. Preferred Certifications: CCNA / CCNP (Associate level acceptable) Microsoft (Windows Server, M365) VMware VCP (nice to have) ITIL Foundation