Level 2 Engineer

SUMMARY

We are seeking a skilled and customer-focused Level 2 IT Support Engineer with previous experience working in an MSP this role you will act as the escalation point providing advanced technical support to our clients across a range of technologies. Youll be responsible for resolving complex issues managing tickets efficiently and ensuring client satisfaction.

JOB RESPONSIBILITIES

• Troubleshooting issues related to End User Devices including but not limited to Desktops Laptops Mobile Devices Printers Scanners Vendors Applications Wi-Fi and more.
  
• Troubleshoot issues related to Company Infrastructure such as Office 365 G Suite Windows Server Environments () Cloud Infrastructure (Cloud File Storage Cloud authentication)
  
• Follow proper company procedures such as response time escalation communication and documentation.
  
• Properly handle your ticket workspace in the help desk system - everything clean updated resolved properly and generally done aesthetically
  
• Provide constant communication proactively to avoid customer frustration or long time on their computers during working hours.
  

QUALIFICATIONS

• 4 years of IT support experience in an MSP environment.
  
• Strong knowledge of Windows desktop and server OS (Windows 10/11 Windows Server 2016).
  
• Experience supporting Microsoft 365 Azure AD and related services.
  
• Familiarity with RMM and PSA tools (e.g. Datto Kaseya NinjaOne Halo ConnectWise Autotask).
  
• Solid understanding of networking (TCP/IP DNS DHCP firewalls VPNs).
  
• Experience with virtualization platforms (e.g. VMware Hyper-V).
  
• Excellent troubleshooting and problem-solving skills.
  
• Strong communication and customer service skills.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.