About ZM Technologies
ZM Technologies is a system integrator and Managed IT Services provider offering IT infrastructure, networking, cybersecurity, cloud, backup, hardware and technical support solutions to businesses across different industries.
We are looking for an L2 Technical Support Engineer who can independently troubleshoot IT infrastructure issues, support client environments and work closely with L1, L3 and OEM teams to ensure timely resolution of incidents.
Role Overview
The L2 Technical Support Engineer will be responsible for providing advanced technical support for client IT infrastructure, including servers, networks, endpoints, backups, Microsoft 365, Active Directory and virtualization environments.
The ideal candidate should have strong troubleshooting skills, good communication, hands-on infrastructure knowledge and the ability to work in a managed services/system integrator environment.
Backup & Recovery Support
- Monitor and verify daily backup jobs using Veeam, Commvault/Metallic and Druva.
- Troubleshoot backup failures and perform basic corrective actions.
- Perform file, folder, mailbox and system-level restores as per client requirements.
- Support Microsoft 365 and endpoint backup and recovery activities.
- Monitor backup health, capacity and retention status and escalate critical issues to L3/OEM teams.
- Maintain backup reports and update incident/ticket details.
Server & Infrastructure Support
- Provide L2 technical support for Windows Server, Active Directory and virtualization environments.
- Troubleshoot issues related to Windows services, Active Directory, DNS, DHCP, Group Policy and user authentication.
- Support VMware/Hyper-V environments and perform basic VM-related troubleshooting.
- Assist in server, storage and network infrastructure deployment and configuration.
- Perform rack-and-stack, cabling, hardware installation and replacement at client locations.
- Coordinate with L3 engineers and OEMs for complex server, storage and infrastructure issues.
Device as a Service (DaaS) & AMC Support
- Prepare, configure, deploy and recover rental laptops, desktops, workstations and video conferencing (VC) equipment.
- Maintain accurate records of deployed, returned and replaced IT assets.
- Troubleshoot hardware issues and coordinate warranty replacements and repairs.
- Manage AMC-related technical calls and ensure timely resolution within agreed SLAs.
- Coordinate with OEMs, vendors and service partners for hardware support and replacement.
- Ensure proper handover and documentation of deployed/recovered equipment.
On-Site & Project Support
- Visit client offices, manufacturing plants and project locations for installation, troubleshooting and infrastructure support.
- Execute on-site activities such as hardware installation, server deployment, network setup, system configuration and IT infrastructure upgrades.
- Support new office and plant IT setup projects, including deployment and commissioning of IT equipment.
- Assist project and technical teams during infrastructure migration, upgrades and implementation activities.
- Support client IT audits and compliance requirements related to ISMS, TISAX and other applicable IT security standards.
- Coordinate with clients, vendors and internal technical teams to ensure smooth project execution and timely closure.
- Prepare and maintain project-related technical documentation and installation reports.