Position Overview: The Level Two Support Desk Engineer plays a critical role in ensuring the efficient resolution of technical issues and maintaining the stability of our clients’ IT environments. As a Level Two engineer, you will handle escalated support requests, work closely with Level One technicians, and contribute to the continuous improvement of our IT services. This position requires strong technical skills, a proactive approach to problem-solving, superior research and troubleshooting capabilities, and excellent customer service abilities. Reports to: Senior Network Administrator or Operations ManagerKey Responsibilities:
Respond to and resolve escalated technical support requests from Level One technicians, ensuring timely and effective solutions. Troubleshoot and resolve hardware, software, and network-related issues for clients remotely and coordinate on-site support as needed. Perform system diagnostics, analyze logs, analyze support request history, and implement solutions to complex technical problems. Document support activities, solutions, and best practices in the ticketing system and knowledge base. Provide mentorship and guidance to Level One technicians, helping them develop their technical skills. Stay up-to-date with emerging technologies, industry trends, and best practices to enhance service delivery.
Participate in an on-call rotation schedule to provide after-hours support as needed. Required Skills and Qualifications: Proven experience in a technical support role, preferably within an MSP environment. Strong understanding of Windows and macOS operating systems, Azure, Active Directory, and Microsoft 365 administration. Proficiency in networking concepts, including TCP/IP, DNS, DHCP, VLANs, and firewall configurations. Experience with virtualization technologies such as VMware or Hyper-V. Familiarity with backup and disaster recovery solutions. Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex technical issues. Excellent verbal and written communication skills with a focus on customer satisfaction.
Ability to work both independently and as part of a collaborative team in a fast-paced environment. Baseline Skills Qualifications: Network +Security +Azure 104O365 SC300Active Directory/Domain ServicesCompetency with HyperVisorsCompetency with FortigateCompetency HP InfrastructureAzure 500O365 SC200
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