Technical Support Engineer – L2/L3

Technical Support Engineer – L2

Enterprise Infrastructure | Servers | Networking | Virtualization | Managed Services

Location

Pune

Employment Type: Full-Time

Experience

3–7 Years

Department: IT Infrastructure & Managed Services

About CludoBits

CludoBits IT Solutions Pvt. Ltd. is an enterprise technology solutions company focused on Data Center Infrastructure, Hybrid Cloud, Enterprise Networking, Cybersecurity and Managed Services. As part of our Vision 2030, we are expanding our technical team and building strong capabilities across enterprise infrastructure technologies and customer support.

he Role

We are looking for a hands-on Technical Support Engineer – L2 with strong troubleshooting capabilities across enterprise IT infrastructure. The ideal candidate should preferably come from a System Integrator (SI), Technology OEM, Managed Service Provider (MSP), IT Infrastructure Solution Provider or an enterprise multi-customer support environment.

This is a customer-facing role. The selected candidate will support multiple customers and different IT environments and should be capable of independently troubleshooting, resolving or appropriately escalating technical issues. The candidate should also be willing to visit customer locations for troubleshooting, implementation, maintenance, upgrades and infrastructure projects.

Key Responsibilities

·      Provide L2 technical support for multiple enterprise customers and manage incidents and service requests across different customer environments.

·      Take ownership of assigned technical issues from initial troubleshooting through resolution or escalation.

·      Troubleshoot Windows Server, Active Directory, DNS, DHCP and basic Linux environments.

·      Support and troubleshoot VMware ESXi, vCenter, virtual machines and basic cluster environments; Hyper-V exposure is an advantage.

·      Troubleshoot enterprise networking issues involving TCP/IP, VLANs, LAN/WAN, switching, routing, DNS and DHCP.

·      Support Cisco switches, routers and equivalent enterprise networking technologies.

·      Troubleshoot server hardware, RAID, SAN/NAS, storage and backup-related issues.

·      Support Dell/HPE server environments and perform basic management activities using iDRAC/iLO.

·      Monitor infrastructure health, performance, capacity and availability and perform structured incident troubleshooting and basic Root Cause Analysis.

·      Coordinate with OEMs, vendors and internal L3 teams for complex technical issues while retaining ownership of customer communication and resolution tracking.

·      Visit customer sites for troubleshooting, implementation, migrations, upgrades, maintenance and infrastructure projects when required.

·      Maintain technical documentation, configuration records, service reports and troubleshooting procedures.

·      Prioritize multiple incidents based on business impact, severity and SLA commitments.

Mandatory Technical Skills

Servers & Operating Systems: Windows Server, Active Directory, DNS, DHCP, Basic Linux Administration, Server Monitoring, Patch Management, Server Troubleshooting

Virtualization: VMware ESXi, VMware vCenter, Virtual Machines, Basic VMware Cluster Knowledge, Hyper-V exposure preferred

Networking: TCP/IP, VLAN, LAN/WAN, Switching, Routing, DNS/DHCP, Network Troubleshooting, Cisco switches/routers or equivalent

Storage & Backup: RAID, SAN/NAS, Backup & Recovery, Basic Disaster Recovery knowledge, Storage troubleshooting exposure

Server Hardware: Dell/HPE Servers, Dell iDRAC, HPE iLO, Hardware troubleshooting, Firmware upgrade exposure

New Data Center Deployment & Configuration Experience

·      Participate in planning, deployment and technical commissioning of new Data Center infrastructure.

·      Install, configure and support rack servers, operating systems and associated infrastructure components.

·      Configure and validate server connectivity to enterprise storage and SAN environments.

·      Perform hands-on configuration and troubleshooting of SAN switches, including fabric connectivity and zoning concepts.

·      Support enterprise storage installation, configuration, capacity checks and connectivity validation.

·      Perform infrastructure cabling and connectivity validation for servers, storage and network/SAN components.

·      Perform pre-go-live validation, health checks and troubleshooting during Data Center deployment and customer handover.

Data Center Infrastructure – Mandatory Hands-On Experience

·      Genuine hands-on experience supporting and configuring new or existing Data Center infrastructure; not limited to monitoring or coordination.

·      Hands-on experience in installation, configuration and support of rack servers and enterprise server infrastructure.

·      Hands-on experience in configuring and supporting enterprise storage systems.

·      Hands-on exposure to SAN architecture, SAN switches, zoning and connectivity troubleshooting.

·      Experience connecting servers to SAN/storage infrastructure and validating end-to-end connectivity.

·      Understanding of Fibre Channel concepts and SAN fabric environments.

·      Experience in Data Center deployment activities including rack installation, equipment mounting, cabling and connectivity validation.

·      Experience in basic Data Center migration, upgrade and expansion activities.

·      Ability to perform infrastructure health checks and support commissioning of new Data Center environments.

·      Ability to troubleshoot hardware, storage and connectivity issues during implementation and go-live.

Preferred Candidate Background

·      System Integrators (SI)

·      Technology OEMs

·      Managed Service Providers (MSP)

·      IT Infrastructure Solution Providers

·      Data Center Solution Providers

·      Enterprise IT Support Organizations

We are specifically looking for candidates who have supported multiple customers or IT environments, worked directly with customer IT teams, handled technical escalations, coordinated with OEM support teams, worked under SLA-driven support models and performed genuine hands-on troubleshooting rather than only monitoring dashboards or forwarding tickets.

Behavioural & Professional Skills

·      Strong troubleshooting and analytical skills

·      Technical ownership and accountability

·      Ability to manage multiple customer issues simultaneously

·      Strong customer-handling and communication skills

·      Structured problem-solving approach

·      Ability to work independently and within SLA-driven environments

·      Professional behaviour at customer locations

·      Strong technical documentation skills

·      Continuous learning mindset

Education & Experience

Diploma / B.E. / B.Tech / B.Sc. / MCA or equivalent qualification in IT, Computer Science, Electronics, Networking or a related discipline.

Experience: 3–7 years of relevant hands-on IT Infrastructure Support experience. Candidates with experience in System Integrators, OEMs, MSPs or multi-customer enterprise support environments will be strongly preferred.

Preferred Certifications

Cisco CCNA | Microsoft Certification | VMware Certification | ITIL Foundation | AWS / Microsoft Azure Certifications

Why Join CludoBits?

·      Work across multiple enterprise customers and real-world infrastructure environments.

·      Gain exposure to Servers, Networking, Virtualization, Storage, Backup, Data Center and Hybrid Cloud technologies.

·      Opportunity to work with leading technology OEMs and enterprise customers.

·      Exposure to troubleshooting, implementation, migration and infrastructure projects.

·      Strong technical learning and long-term career growth as part of CludoBits Vision 2030.

Career Path

Technical Support Engineer – L2 → Senior Infrastructure Engineer → Technology Specialist → Solution / Infrastructure Architect → Technology Leadership

Application

Interested candidates can share their profile with CludoBits IT Solutions Pvt. Ltd.

Email: hrcludo@cludobits.com / vheejay@cludobits.com

Phone / WhatsApp: 9223001870