Level 2 IT Support Engineer

As a Level 2 Engineer, you will provide advanced desktop, server, cloud, and network support to our clients while collaborating with senior engineers to resolve more complex technical issues. What You'll Do

• Deliver exceptional customer service and ensure every client interaction meets or exceeds expectations.
• Accurately document ticket time, work performed, and technical findings.
• Maintain clear and detailed documentation of client environments and support activities.
• Install, configure, and troubleshoot VoIP telephone systems.
• Deploy and support business continuity and disaster recovery solutions.
• Administer and troubleshoot Microsoft 365 and Google Workspace environments.
• Install, configure, and troubleshoot desktop and laptop hardware.
• Support Windows Server environments, including Active Directory, file sharing, user administration, and basic server maintenance.
• Troubleshoot workstation, network, cloud, and connectivity issues.
• Escalate complex technical issues appropriately while maintaining ownership of the client experience.
• Prioritize multiple service requests in a fast-paced environment.
• Learn new technologies through research, training, and hands-on experience.
• Communicate technical concepts clearly to non-technical users.
• Collaborate with teammates, share knowledge, and contribute to continuous improvement.
• Participate in the on-call rotation to provide after-hours support as scheduled.

• 3-5 years of IT help desk or technical support experience, preferably in a Managed Service Provider (MSP) environment.
• Experience supporting:
• Windows desktop operating systems
• Microsoft 365 and Google Workspace
• Windows Server environments
• Active Directory and Group Policy
• Backup and disaster recovery solutions
• VPN connectivity
• Endpoint security and antivirus platforms
• Working knowledge of:
• Cisco switching
• VLANs
• Basic routing
• Firewall administration
• Exposure to Microsoft Azure and/or Amazon Web Services (AWS) is preferred.

Preferred Certifications Candidates with one or more of the following certifications are encouraged to apply:

• Microsoft Certified Professional (MCP)
• Microsoft Certified IT Professional (MCITP)
• Cisco CCNA
• CompTIA A+
• CompTIA Network+
• Apple certifications

Equivalent certifications and relevant experience will also be considered. What We're Looking For

• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication abilities.
• Dependable, organized, and detail-oriented.
• Ability to work independently while collaborating with a team.
• Eagerness to learn new technologies and develop technical expertise.
• Positive attitude with a commitment to delivering outstanding client service.

Additional Requirements

• Ability to lift and move computer equipment weighing up to 50 pounds.
• Reliable transportation.
• Ability to commute to our Houston office.

Pulled from the full job description

• 401(k) matching
• Paid time off
• Employee discount
• Paid holidays, * Paid time off + Holidays
• 401(k) match
• Oportunities for career advancement within a growing MSP
• Professional Development Training
• 401(k)
• Employee discounts