About this role
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