IT Support Engineer Level 2

About the role

The IT Support Engineer Level 2 provides advanced technical assistance across multiple client environments in a fast‑paced managed services setting. You will resolve escalated incidents, guide Level 1 staff, and collaborate with senior engineers, vendors, and client contacts to maintain business‑critical systems.

Key responsibilities

• Investigate and resolve escalated system, network, cloud, and application incidents that cannot be handled at Level 1.
• Administer Microsoft 365, Active Directory, and Microsoft Entra ID, managing accounts, licenses, MFA, and security groups.
• Support Windows workstations and servers, Exchange Online, Teams, OneDrive, SharePoint, and related business applications.
• Maintain Windows Server environments, perform patching, backups, capacity monitoring, and routine maintenance.
• Provision, monitor, and troubleshoot virtual machines in VMware or Hyper‑V.
• Diagnose LAN, WAN, Wi‑Fi, DNS, DHCP, VPN, routing, switching, and firewall issues.
• Monitor security alerts, antivirus tools, vulnerability findings, and assist with remediation and disaster‑recovery testing.
• Document all actions in the ticketing system and communicate status and resolution to stakeholders.

Required profile

• Strong troubleshooting abilities with experience supporting business‑critical IT services.
• Ability to manage multiple priorities in a dynamic, client‑focused environment.
• Proactive attitude for root‑cause analysis and recommending preventive actions.
• Effective communication skills to guide junior staff and interact with clients.

Required skills

• Microsoft 365 administration
• Active Directory / Microsoft Entra ID
• Windows Server and workstation support
• Exchange Online, Outlook, Teams, OneDrive, SharePoint
• VMware or Hyper‑V virtualization
• LAN/WAN, DNS, DHCP, VPN, routing, switching
• Firewall configuration (major vendor)
• Security monitoring, antivirus, vulnerability remediation
• Ticketing system documentation