Level 2 Service Desk Engineer / Network Engineer

Job Description

Location: Hyderabad, India Department: Global ITSM Team Shift: 24x7 Roster-Based (Rotational) Position Overview We are seeking a proactive and technically proficient Level 2 Service Desk Engineer to join our Global ITSM Team in Hyderabad. The ideal candidate will bring hands-on experience with enterprise technologies, strong troubleshooting skills, and a commitment to delivering high-quality IT support in a dynamic 24x7 global environment. Key Responsibilities : Networking & Infrastructure Strong understanding of Cisco Meraki configuration and troubleshooting. Experience managing virtualization platforms such as Proxmox and Hyper-V. Proficient in patch management and vulnerability remediation for Linux and Windows systems. Skilled in troubleshooting web servers and applications, including Tomcat, Nginx, and Apache. Experience managing PostgreSQL databases, including backup, recovery, and performance optimization. Resolve issues related to Windows Server, Active Directory, Linux, O365, and other enterprise systems. Collaboration & Productivity Tools Expertise with Office 365, including Exchange Admin, SharePoint, and Teams. Handle user onboarding, including account provisioning and hardware setup. Security & Access Management Exposure to Beyond Trust PAM solutions is preferred. Understanding of access control principles and security best practices. Cloud Platforms Foundational knowledge of AWS setup and administration. AWS certification is a plus. General IT Support Handle Level 2 incidents, service requests, and escalations within a 24x7 environment. Serve as an escalation point for complex technical issues from L1 support. Collaborate closely with Level 3, DevOps, and Compliance teams to ensure end-to-end issue resolution and adherence to operational standards. Infrastructure Monitoring & Observability – Monitoring Tool Exposure In-depth experience configuring and managing enterprise-grade observability and monitoring tools, especially Datadog. Design and maintain dashboards, alerts, and automated reports to enhance system performance visibility and enable proactive incident management. Optimize monitoring configurations for scalability, real-time reporting, and hybrid cloud/on-Prem environments. Integrate monitoring platforms with ITSM systems, ticketing tools, and collaboration platforms for streamlined operations. Collaborate with DevOps, Infrastructure, and Compliance teams to ensure monitoring aligns with performance and policy requirements. Proficient in Visio or draw.io for creating network diagrams and technical documentation. Documentation & Compliance Maintain up-to-date documentation, SOPs, and knowledge base articles. Ensure adherence to ITIL best practices and organizational compliance standards. Mentorship & Team Collaboration Support onboarding and training of new team members. Collaborate with global IT teams across multiple time zones to ensure seamless support delivery. Required Skills & Experience 2–4 years of experience in a Level 2 IT support or service desk role. Experience working in 24x7 shift-based global IT operations. Strong diagnostic and troubleshooting abilities under pressure. Ability to work independently and manage priorities effectively. Excellent verbal and written communication skills with a professional demeanor. Soft Skills High emotional intelligence and tact in handling sensitive or high-impact issues. Strong collaboration and stakeholder management skills. Curiosity-driven and adaptable to evolving technologies and tools. Show more Show less