Focus: Resolving complex issues that L1 cannot handle; acts as an escalation point.
Typical Key Tasks
- Troubleshooting advanced hardware/software issues (e.g., OS errors, network connectivity)
- Managing user permissions (Active Directory, Exchange, SaaS apps)
- Investigating recurring incidents & applying known solutions
- Escalating unresolved cases to L3 or vendor support
- Assisting in minor system/application deployments
Common Skills Required:
- Strong knowledge of networking (TCP/IP, DNS, VPN)
- Experience with system administration (Windows Server, Linux)
- Familiarity with ITIL processes (Incident, Problem Mgmt.)
- Scripting (PowerShell, Bash) for automation is a plus
- Analytical & problem-solving skills
