We are seeking a technically skilled and customer-focused Level 2 Engineer to join our MSP team. This role requires a confident professional who can work closely with the Level 1 ServiceDesk team, assist in taking calls, and act as an escalation point for complex technical issues. The successful candidate will demonstrate strong technical expertise, excellent communication skills, and a disciplined approach to ticket management, documentation, and SLA compliance
We are seeking a technically skilled and customer-focused Level 2 Engineer to join our MSP team. This role requires a confident professional who can work closely with the Level 1 ServiceDesk team, assist in taking calls, and act as an escalation point for complex technical issues. The successful candidate will demonstrate strong technical expertise, excellent communication skills, and a disciplined approach to ticket management, documentation, and SLA compliance
Duties and Responsibilities
Act as a technical escalation point for Level 1 engineers, providing guidance and resolution for complex issues. Assist with frontline support, including taking customer calls and mentoring Level 1 staff. Troubleshoot and resolve issues across Microsoft 365, Azure, desktop and network environments, and cybersecurity platforms. Perform system administration tasks including patching, user provisioning, backup management, and monitoring. Participate in IT projects such as migrations, upgrades, and new deployments. Maintain clear and professional communication with clients and internal teams. Document resolutions, procedures, and technical knowledge for internal use. Ensure compliance with SLA targets and ticket handling protocolsTicket Management & SLA Adherence: Manage and resolve tickets using Autotask, ensuring accurate categorization, prioritization, and time logging. Monitor SLA metrics and ensure all tickets are addressed within agreed timeframes. Escalate tickets appropriately to avoid SLA breaches and maintain service quality. Provide regular updates to clients and internal stakeholders on ticket status and resolution progress. Contribute to ticket trend analysis, knowledge base development, and service improvement initiatives. Proactive System Maintenance and monitoring : Leveraging monitoring tools to identify irregularities, performance degradation, or security vulnerabilities before they impact operations. Collaborate with the team to investigate alerts, perform root cause analysis, and implement preventive measures to ensure system stability and reliability. Apply updates patching and security updates for endpoints and servers as part of routine maintenance. Assist in backup monitoring and validation, ensuring backup integrity and availabilityRequired Experience/Skills
Experience/Qualifications: Minimum of 3-5 years of experience supporting organizations in a similar Level 2 role. Fundamental knowledge in cybersecurity, particularly with Microsoft Endpoint Protection. Experience with Rocketcyber (Kaseya) as its implementation is underway. Proficiency with Windows Server 2016 and later versions. Unified security products and network infrastructure. Strong proficiency in Microsoft 365Technical Skills: Microsoft 365 Suite proficiency (required): SharePoint, Azure Active Directory, Teams Calling etcMixed Environments On-Prem (required): Active Directory / File Server / Print Server etc. Desktop support: Windows and macOS (iOS) environments. Basic Azure skills (desirable). Autotask ticketing system experience (desirable). Datto RMM for remote monitoring and management (desirable). It Glue documentation platform (desirable). Familiarity with Network Glue, TeamViewer, CloudAlly, or other backup solutions. Experience with Veeam Backup. Knowledge of unified access points, gateways, switches; exposure to Unifi hardware is advantageous. Exposure to Barracuda security solutions (advantageous). Experience with Netskope cloud security (preferable). Salesforce knowledge (good to have). Common Software Applications: Proficient in troubleshooting issues with productivity software (Office suites, PDF readers, Zoom, Adobe, browsers, etc.). Strong knowledge of Windows Server 2016–2022. Proficiency in Active Directory, Group Policies, DNS, and DHCP. Solid understanding of virtualization technologies (VMware, Hyper-V). Hands-on experience supporting and troubleshooting virtualized and cloud environments. Good experience with network technologies including switching, routing, Wi-Fi, VLAN, WLAN, WAN, and VPN. Security Knowledge Practices: Knowledge of security protocols (e.g., multi-factor authentication, encryption) and how to manage user security incidents. PowerShell/Batch Scripting: Familiarity with basic scripting to automate tasks (particularly for Windows environments). Basic Automation Tools: Knowledge of automation platforms to streamline support processes. MDM Systems: Understanding of MDM solutions (e.g., Intune) for supporting mobile devices in a corporate environmentSoft Skills:
Strong verbal and written communication skills with excellent phone manner. Exceptional customer service with a user-focused approach. Ability to multitask and manage time effectively in a fast-paced environment. Strong problem-solving and troubleshooting abilities. Self-motivated and methodical. Diligent in maintaining up-to-date status and documentation. Takes ownership and initiative to resolve issues from start to finish. Able to work independently and collaboratively, escalating issues appropriately. Builds strong collaborative relationships with customers and internal teams. Key Performance Indicators (KPIs):
SLA compliance and ticket resolution metrics. Contribution to internal knowledge base and documentation. Customer satisfaction (CSAT) and overall feedback
