Summary
The Level 2 Technical Engineer is a hands-on IT support role requiring strong technical troubleshooting skills and excellent communication. This position is client-facing and service-driven, focused on delivering a high-touch, “white glove” support experience. The ideal candidate is proactive, detail-oriented, and comfortable working in a fast-paced environment supporting end users and resolving technical issues efficiently.
Job Responsibilities
- Act as a Level 2 escalation point for service desk tickets and complex technical issues
- Serve as a primary point of contact for end-user support requests and incident resolution
- Diagnose and resolve hardware, software, and system configuration issues across Windows and macOS environments
- Provide deskside and remote support for laptops, desktops, peripherals, printers, and scanners
- Support Microsoft 365, Office 365, Azure Virtual Desktop, Active Directory, and related cloud services
- Administer and support endpoint and mobile device management tools (Microsoft Intune, JAMF)
- Troubleshoot networking issues including DNS, DHCP, LAN/WAN, and wireless connectivity
- Support conferencing and collaboration tools including Microsoft Teams and Zoom (audio/video setup and troubleshooting)
- Utilize remote support and ITSM tools to manage, track, and resolve incidents
- Maintain accurate documentation including tickets, SOPs, asset inventory, and reporting
- Communicate effectively with clients, providing status updates, managing expectations, and ensuring service satisfaction
- Escalate issues appropriately and ensure timely resolution within SLA guidelines
- Support continuous improvement of IT processes, service delivery, and customer experience
Skills & Qualifications
Technical Skills
- Windows 10/11 and macOS support
- Active Directory, Group Policy, Office 365/Microsoft 365
- Azure Virtual Desktop and Microsoft Azure basics
- Networking fundamentals (DNS, DHCP, LAN/WAN, Wi-Fi)
- Microsoft Intune and JAMF (device management)
- Endpoint, desktop, and remote support
- Microsoft Teams and Zoom support
- Hardware setup, imaging, and troubleshooting
- ConnectWise, IT Glue, HaloITSM
- Microsoft Entra ID and basic security tools (e.g., Sentinel, CrowdStrike, Zscaler)
Core Strengths
- Experienced delivering white glove service through client-focused IT support
- Strong customer service and communication
- Problem-solving and troubleshooting
- Time management and multitasking
