Level 2 IT Support Engineer

As a Level 2 IT Support Engineer at our Managed Service Provider (MSP), you will provide advanced technical support, infrastructure administration, and project implementation services for our clients. This role is ideal for a technician who has progressed beyond basic helpdesk support and is comfortable managing server environments, documenting systems, participating in IT projects, and serving as a technical escalation point.

This position is intended for an experienced support professional who has progressed beyond entry-level helpdesk responsibilities and is comfortable supporting server infrastructure, participating in technical projects, and maintaining client documentation.

You will be responsible for troubleshooting complex technical issues, maintaining client infrastructure, assisting with project deployments, and ensuring accurate technical documentation. Success in this role requires strong technical expertise, excellent communication skills, and a proactive approach to problem solving., 1. Advanced Technical Support & Escalations

• Serve as a Tier 2 escalation resource for helpdesk and client support issues.
• Diagnose and resolve advanced hardware, software, networking, and infrastructure issues.
• Support and administer Microsoft 365, Azure AD/Entra ID, Active Directory, Windows Server environments, and line-of-business applications.
• Troubleshoot VPN connectivity, firewall issues, DNS, DHCP, wireless networking, and remote access solutions.
• Work independently to resolve incidents while collaborating with senior engineers on complex issues.

1. Project Implementation & Infrastructure Support * Participate in client onboarding, workstation deployments, server migrations, Microsoft 365 migrations, and infrastructure upgrade projects. * Assist with implementing and maintaining Windows Server environments, virtualization platforms, backup solutions, and cloud services. * Perform system upgrades, patching, hardware replacements, and lifecycle management activities. * Support disaster recovery, backup verification, and business continuity initiatives.

2. Documentation & Process Improvement * Create and maintain accurate technical documentation, network diagrams, standard operating procedures, and client environment records. * Document troubleshooting processes, project implementations, and configuration changes. * Identify recurring issues and recommend process improvements and automation opportunities. * Ensure client documentation remains current and meets company standards.

3. Client Communication & Relationship Management * Communicate professionally with clients regarding incidents, projects, and service requests. * Provide technical guidance and recommendations appropriate to client business needs. * Maintain regular follow-up and ownership of assigned tickets through resolution. * Build trusted relationships through exceptional service and responsiveness.

4. System Monitoring & Maintenance * Monitor client systems, networks, backups, and infrastructure using RMM and monitoring tools. * Respond proactively to alerts and resolve issues before they impact client operations. * Perform routine maintenance including patch management, antivirus administration, server health checks, and backup validation. * Review system performance and identify opportunities for infrastructure improvements.

Do you have experience in Windows Server administration?, Do you have a Associate’s degree?, * Associate degree, technical certification, or equivalent professional experience.

• 3-5 years of IT support experience, preferably within an MSP environment.
• Experience administering:
• Microsoft 365
• Active Directory
• Windows Server
• Azure AD / Entra ID
• DNS and DHCP
• Group Policy
• Backup and recovery solutions
• Experience troubleshooting network, server, workstation, and cloud-related issues.
• Experience working with ticketing systems, documentation platforms, and remote management tools.
• Must be able to create and maintain accurate technical documentation independently.
• Must have hands-on experience administering Windows Server in a production environment.
• Strong written and verbal communication skills.
• Strong problem-solving and troubleshooting abilities with a focus on delivering efficient and effective solutions.
• Ability to work independently and collaboratively in a fast-paced environment while managing multiple priorities.

Preferred Qualifications

• Experience with virtualization platforms such as VMware or Hyper-V.
• Experience with Microsoft Azure.
• Experience participating in infrastructure migrations, system implementations, or client onboarding projects.
• Experience supporting environments with 50+ endpoints and multiple client infrastructures.
• Industry certifications such as:
• CompTIA Network+
• CompTIA Security+
• Microsoft Certifications
• Azure Certifications
• VMware Certifications
• Experience with scripting or automation using PowerShell.

This is a fully remote position. Candidates must maintain a professional home office environment with reliable high-speed internet access.

You will collaborate with internal teams and clients using remote communication and collaboration tools.

Occasional after-hours work may be required for maintenance windows, project implementations, emergency support situations, or critical client incidents.