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# Level 2 Support Engineer

- **Company:** Apollo Technical
- **Location:** Charlotte, NC, United States
- **Experience:** Experienced
- **Salary:** $56,160.0 - $66,560.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, VoIP, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Windows Servers, Networking Basics, Routing, Windows PowerShell, Azure Active Directory, Microsoft SharePoint, TCP/IP, Virtual Local Area Networks, Windows Desktop, Scripting, Peripherals, Firewalls (Computer Science), Microsoft InTune, Deployment Automation, CIS Benchmarks
- **Published:** July 27, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1f9b01d6523104e2

## About the Role

* 3+ years IT support, systems administration, or MSP experience with Level 2 escalation preferred.
 * Strong Microsoft 365, Entra ID, Intune, Windows Server/AD/GPO, and hybrid infrastructure experience.
 * Solid networking fundamentals (TCP/IP, VLANs, VPN, wireless, firewalls) and familiarity with backup/DR, endpoint security, and basic cybersecurity practices.
 * Proven troubleshooting, root-cause analysis, and customer communication skills; prior project experience (M365 migrations, endpoint deployments, network upgrades) preferred.
 * PowerShell/scripting and RMM experience a plus. Low-voltage/cabling experience helpful but not required.

Soft Skills
Ownership, strong problem-solving, clear communication (technical and non-technical), effective time management, and integrity in follow-through and documentation. This is not a call-center role. You will handle a variety of meaningful technical work from remote support and projects in the office to on-site installations and infrastructure at client locations.

## Description

We are seeking an experienced Level 2 Support Engineer to serve as an escalation point for complex technical issues across Microsoft 365, cloud, endpoint, network, and security environments in a fast-paced MSP setting.

You will resolve escalated tickets, improve client environments, reduce repeat incidents, and deliver high-quality support from first touch through resolution., * Provide escalated support for Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Microsoft Entra ID, Intune, Windows desktop/Server, networking, VoIP, and client infrastructure.

 * Manage identity/access (AD, Entra ID, MFA, Conditional Access, hybrid identity) and deploy/configure endpoints via Intune, Autopilot, compliance policies, and security baselines.
 * Troubleshoot networking (VPN, firewall, wireless, switching, routing, DNS, DHCP), backup/DR tools, LOB applications, printers, and peripherals.
 * Collaborate with L1/L3 teams, vendors, and clients; document all work in the PSA/ticketing system and knowledge base.
 * Perform root-cause analysis, recommend permanent fixes, support deployments/upgrades/patching, and use PowerShell/RMM/automation to improve efficiency.
 * Maintain SLAs, clear client communication, and high customer satisfaction while contributing to SOPs and team standards.


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