Associate II - Cloud Infrastructure Services

The L2 Field Support Engineer is responsible for providing advanced onsite and remote IT infrastructure support across branch locations, offices, and remote sites. The role involves troubleshooting endpoint, network, and infrastructure issues, supporting branch openings, managing IT assets, performing installations and upgrades, and coordinating with multiple technology teams to ensure business continuity and SLA adherence. Key Responsibilities End User & Desktop Support • Provide Level-2 support for desktops, laptops, thin clients, printers, scanners, and peripheral devices. • Troubleshoot Windows OS, Microsoft 365, Outlook, Teams, OneDrive, and standard business applications. • Resolve escalated incidents from Service Desk and L1 teams. • Perform root cause analysis for recurring issues. Branch & Site Infrastructure Support • Support branch onboarding, relocation, refurbishment, and closure activities. • Install and configure desktops, printers, biometric devices, CCTV-related endpoints, and network equipment. • Coordinate branch readiness activities for new branch commissioning. • Perform onsite troubleshooting for hardware and infrastructure issues. Network & Connectivity Support • Troubleshoot LAN, WAN, Wi-Fi, VPN, SD-WAN, broadband, and leased-line connectivity issues. • Coordinate with ISP and OEM vendors for link restoration and incident resolution. • Support branch network device installation and validation. Asset & Inventory Management • Track IT asset movements, installation status, and lifecycle management. • Update CMDB and asset repositories. • Ensure proper tagging, inventory reconciliation, and compliance reporting. • Support asset refresh and hardware replacement programs. Incident & Service Request Management • Handle incidents and service requests within agreed SLAs. • Participate in Major Incident and Problem Management activities. • Maintain accurate updates in the ITSM tool. • Escalate critical issues to L3 teams and vendors when required. Change & Project Support • Support Windows upgrades and endpoint refresh programs. • Assist in rollout projects such as: o Windows 11 Migration o SASE / Zscaler / VPN Rollouts o Endpoint Security Deployments o Desktop Refresh Programs o Branch Network Upgrades Documentation & Compliance • Create and maintain SOPs, installation guides, and knowledge articles. • Document troubleshooting steps and resolutions. • Ensure compliance with security, change management, and audit requirements. Technical Skills Required Operating Systems • Windows 11 • Basic Windows Server Administration End User Computing • Desktop & Laptop Troubleshooting • Printer and Peripheral Support • Hardware Diagnostics • Imaging and Deployment Microsoft Technologies • Microsoft 365 • Outlook • Teams • OneDrive • Active Directory • Azure AD Basics Networking • TCP/IP • DNS • DHCP • LAN/WAN • Wi-Fi Troubleshooting • VPN Connectivity Soft Skills • Strong customer-facing communication skills. • Ability to manage multiple branch/site activities. • Vendor coordination and stakeholder management. • Problem-solving and analytical thinking. • Ability to work independently in field environments.