Field Engineer L2

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