L2 Technical Support Engineer

We are seeking a highly analytical L2 Technical Support Engineer to handle advanced technical escalations from our L1 helpdesk. You will dive deep into complex hardware, software, and network issues, performing thorough root-cause analysis to deploy lasting fixes. This role bridges the gap between frontline support and backend engineering/infrastructure teams, requiring strong system administration skills and a diagnostic mindset.

Core Responsibilities Advanced Escalation Handling: Own and resolve complex technical issues escalated by L1 support within defined Service Level Agreements (SLAs). Root-Cause Analysis: Investigate recurring incidents, identify systemic failures, and implement permanent bug fixes or workarounds rather than temporary patches. System Administration: Manage and configure user access, permissions, and security groups across enterprise systems and directory services. Infrastructure Monitoring: Monitor system health, server uptimes, and network performance, proactively responding to infrastructure alerts. Deployment & Patching: Assist with software deployments, system updates, and security patching cycles across client machines and servers. Knowledge Documentation: Author detailed troubleshooting playbooks and standard operating procedures (SOPs) for the L1 team to improve first-contact resolution rates.

Directory Services: Advanced administration experience with Active Directory, Azure AD (Entra ID), or Okta (e.g., managing Group Policies, OUs). OS & Server Administration: Deep technical knowledge of Windows Server (2019/2022) or Linux (Ubuntu, RedHat) environments, alongside desktop OS. Networking & Security: Strong troubleshooting skills in TCP/IP, DNS, DHCP, VPN configurations, firewalls, and routing protocols. Cloud & SaaS Platforms: Administration experience with enterprise cloud suites (Microsoft 365, Google Workspace, AWS, or Azure basics). Scripting Basics: Ability to read or write basic scripts (e.g., PowerShell, Bash) to automate repetitive administrative tasks. ITIL Framework: Strong understanding of ITIL processes, particularly Incident, Problem, and Change Management.

Nice-to-Have Skills Active certifications such as MCSA, CCNA, CompTIA Network+/Security+, or ITIL Foundation. Experience with database queries (SQL) to troubleshoot backend application logs. Familiarity with endpoint management tools (e.g., Microsoft Intune, SCCM, Jamf).