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# Level 2 Help Desk Engineer

- **Company:** INCEED
- **Location:** Brentwood, TN, United States
- **Experience:** Experienced
- **Salary:** $58,240.0 - $62,400.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, BASIC (Programming Language), Dynamic Host Configuration Protocol, Domain Name System (DNS), Hyper-V, Issue Tracking Systems, Virtual Private Networks (VPN), Linux System Administration, Windows Servers, Networking Basics, Azure Active Directory, TCP/IP, Virtual Local Area Networks, Virtualization Technology, Computer Networking Systems, Cloud Platform System, Software Troubleshooting, Firewalls (Computer Science), Network Server, User Accounts, Vmware
- **Published:** August 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=91ab7a893ca99b51

## About the Role

* 2-3+ years of IT helpdesk or support experience with escalation-level troubleshooting
 * Strong knowledge of Windows OS, macOS, and basic Linux environments
 * Experience with networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls)
 * Hands-on experience with Active Directory, Group Policy, Exchange/M365, and Azure AD
 * Familiarity with VMware or Hyper-V
 * Strong troubleshooting and analytical problem-solving skills
 * Excellent communication and ability to support both technical and non-technical users

Nice to Have Skills & Experience:

 * MSP experience
 * RMM tool experience (ConnectWise, NinjaRMM, etc.)
 * IT certifications (A+, Network+, Security+, Microsoft certifications, etc.)
 * Apple support experience or Apple certifications
 * Vendor-specific certifications

## Description

This role serves as a senior escalation point within the IT support team, handling more complex technical issues that go beyond Level 1 support. The Level 2 Technician provides advanced troubleshooting across hardware, software, networking, and systems environments while ensuring a high level of customer service. This is a great opportunity for someone who enjoys deep problem-solving, mentoring junior technicians, and working in a fast-paced environment., * Handle escalated Level 1 tickets and provide advanced technical support

 * Troubleshoot complex issues across hardware, software, servers, networking, and cloud environments
 * Support Active Directory, user accounts, Group Policy, and Microsoft 365 environments
 * Diagnose and resolve issues in Windows Server, virtualization, and enterprise networks
 * Document troubleshooting steps and resolutions in ticketing systems
 * Create and improve SOPs, KB articles, and support documentation
 * Mentor and support Level 1 technicians
 * Monitor RMM alerts and proactively resolve system issues
 * Ensure SLA compliance and maintain strong client communication


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