Level 2 Engineer

SUMMARY

We are seeking a skilled and customer-focused Level 2 IT Support Engineer with previous experience working in an MSP environment. In this role, you will act as the escalation point, providing advanced technical support to our clients across a range of technologies. You’ll 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 (2016, 2019), 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.