- Company Name
- Natobotics
- Job Title
- L1- L4 Support Engineer
- Job Description
-
Job Title: L1–L4 Support Engineer
Role Summary:
Provide end‑to‑end technical support across multiple tiers (L1–L4). Resolve user incidents, perform in‑depth troubleshooting, automate processes, and contribute to architectural decisions and incident management for enterprise systems and applications.
Expectations:
- Deliver timely and accurate support in line with SLA targets.
- Escalate issues appropriately and maintain clear, thorough documentation.
- Continuously improve support processes through scripting, automation, and knowledge sharing.
- Collaborate with developers, network teams, and external vendors to resolve complex problems and implement enhancements.
Key Responsibilities:
**L1 – Service Desk**
- Receive and triage incidents via phone, chat, or ticketing system.
- Troubleshoot basic hardware, software, and connectivity issues (Windows/Mac, Office, email, printers, networking).
- Escalate unresolved tickets to L2 and ensure proper hand‑off.
**L2 – Technical/Application Support**
- Conduct detailed root‑cause analysis for escalated incidents.
- Configure and maintain Windows/Linux servers, Active Directory, DNS, VPN, and application environments.
- Apply patches, orchestrate deployments, and create configuration baselines.
**L3 – Advanced/Escalation Engineering**
- Perform deep performance, security, and integration diagnostics.
- Develop and maintain automation scripts (PowerShell, Bash, Python) to enhance reliability and reduce manual effort.
- Work with development teams to debug code, fix bugs, and optimize system performance.
**L4 – Product Engineering/Architectural Support**
- Engage in code‑level debugging and architectural design reviews.
- Lead major incident resolution, problem management, and large‑scale upgrades.
- Define and enforce best practices, documentation standards, and operational guidelines.
- Conduct technical audits, health checks, and propose system‑wide improvement initiatives.
Required Skills:
- Operating Systems: Windows, Linux, macOS; OS internals knowledge.
- Networking: TCP/IP, DNS, VPN, basic routing/switching.
- Directory Services: Active Directory (AD) administration.
- Troubleshooting & Diagnostics: ticketing systems, Sysinternals, network analyzers.
- Scripting & Automation: PowerShell, Bash, Python; CI/CD concepts.
- Incident & Problem Management: SLA adherence, root‑cause analysis, documentation.
- Communication: Clear written and verbal, customer‑service oriented.
- Collaboration: Cross‑functional teamwork, knowledge sharing.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent practical experience).
- Certifications: CompTIA A+, Network+, Security+; Microsoft Certified IT Professional (MCP/MCSE) or equivalent.
- Advanced levels (L3/L4) may require vendor or platform‑specific certifications (e.g., Red Hat RHCSA/RHCE, Microsoft Azure or AWS Certified Engineer).
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