Level 2 Tech Support Engineer

The L2 Support Engineer will work with both the Service Desk and Engineering team to provide network technical support for a variety of client environments, assist with the surveying and onboarding of new clients, resolve technical issues, perform routine maintenance, and ensure system availability. The L2 Tech Support Engineer / Field Support Engineer will handle incoming support requests and escalations, troubleshoot problems remotely or onsite, assist with onboarding projects, and collaborate with senior engineers on more complex technical issues and projects. This role is client-facing, requiring excellent communication and problem-solving skills., MSP Experience is a Must!!!!!!!

• Technical Support and Troubleshooting:
• Provide first and second-level support for client systems, including desktops, servers, backup solution troubleshooting, and network infrastructure.
• Respond to support tickets, troubleshoot issues, and resolve them in a timely manner.
• Become escalation point for Service Desk for complex issues and networking problems.
• Escalate complex or unresolved issues to senior engineers as needed.
• Monitor client systems proactively using Remote Monitoring and Management (RMM) tools.
• Client Communication:
• Serve as the point of contact for clients, ensuring they are kept informed of issue resolution progress.
• Explain technical issues in clear, non-technical language to clients and stakeholders.
• Manage client expectations by providing realistic timelines for issue resolution.
• System Maintenance and Monitoring:
• Perform routine maintenance tasks such as patching, backups, and system health checks.
• Monitor system performance, identify potential issues, and take preventive actions to avoid service disruptions.
• Assist with the implementation of security protocols, including antivirus, firewalls, and data encryption.
• Ensure all systems have the appropriate reporting and that alerting is working as intended.
• Check to ensure all systems are following best practices.
• Documentation and Reporting:
• Document all support interactions and troubleshooting steps in the ticketing system.
• Maintain accurate records of system configurations, changes, and incidents.
• Contribute to the development of knowledge base articles and support documentation.
• Onsite and Remote Support:
• Provide both remote and onsite support (when applicable) as required by the client’s service level agreement (SLA).
• Assist with hardware installations, system configurations, firmware upgrades, and software upgrades on client premises.
• Collaboration and Escalation:
• Collaborate with senior engineers to resolve complex issues.
• Provide root cause analysis for recurring problems/issues.
• Participate in team meetings and contribute to continuous improvement initiatives.
• Security and Compliance:
• Ensure compliance with client security policies and industry standards (e.g., GDPR, HIPAA).
• Implement security patches, configure networking devices, and enforce security protocols as part of regular maintenance.

• 3+ years of experience in technical support, preferably within an MSP environment.
• Strong knowledge of Windows Servers, Active Directory, and Windows/Mac OS environments.
• Strong knowledge of network fundamentals and configurations (TCP/IP, DNS, DHCP, VPN) and troubleshooting network issues.
• Familiarity with RMM and PSA tools such as, ConnectWise or NinjaOne.
• Ability to work with cloud platforms such as Microsoft 365, Azure, and AWS.
• Excellent troubleshooting skills and the ability to diagnose technical issues across a range of technologies while providing root cause analysis.
• Strong communication skills and the ability to explain technical concepts to non-technical users.
• Local travel to client on-sites is required., * Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Azure Fundamentals, or Cisco CCNA a plus.
• Microsoft Azure and AWS experience.
• Exposure to Datto backups a plus.
• Experience with virtualization technologies (e.g., VMware, Hyper-V).
• Basic scripting skills (e.g., PowerShell) for automation.
• Familiarity with ITIL processes and service management best practices.
• Solid understanding of networking concepts, including VLANs, firewalls, and wireless solutions., * Strong customer service orientation and the ability to work under pressure.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• A proactive approach to problem-solving with strong attention to detail.
• Team player with excellent interpersonal skills. xrbllit
• Desire to document whenever possible and strive to grow.