{"id":2824154,"url":"https://alion.io/job/resolve-tech-solutions-l2-support-engineer","title":"L2 Support Engineer","company":{"id":3802003,"name":"Resolve Tech Solutions","domain":"resolvetech.com","url":"https://alion.io/company/resolve-tech-solutions","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITSM","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Office","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"AWS","optional":true},{"name":"GCP","optional":true},{"name":"Hyper-V","optional":true},{"name":"VMWare","optional":true}],"status":"live","first_seen_at":"2026-10-18T16:57:35Z","employer_posted_date":null,"last_verified_at":"2026-10-18T16:57:35Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"Position SummaryA second-level support role involves diagnosing and resolving complex technical issues that have been escalated from the first level of support. This role requires advanced knowledge of hardware, software, and networks. Key responsibilities include advanced troubleshooting, managing escalated tickets, providing technical guidance to junior staff, and documenting solutions.\nThe Helpdesk Technician – Tier II plays a crucial role within the Help Desk, acting as a critical escalation point. This role is instrumental in driving operational excellence by ensuring compliance with Service Level Agreements (SLAs) and providing a high-touch customer experience. Additionally, the Helpdesk Technician – Tier II collaborates seamlessly with the Infrastructure team to optimize the end-user technology ecosystem and maintain business continuity across the company.\nResponsibilities\nTroubleshoot complex issues by diagnosing, resolving or providing root-cause analysis of incidents across complex hardware, software, and network platforms.\n\nReceive, prioritize, and manage support ticket workflows in the ITSM systems, ensuring alignment with SLA/OLA thresholds and proactive communication with departments regarding service impacts.\n\nDocument solutions by creating and maintaining detailed documentation of all technical issues, steps taken, and resolutions to build a knowledge base to reduce repeat incident volume.\n\nParticipate in problem management initiatives, identifying systemic issues and recommending strategic solutions to reduce incident recurrence.\n\nPartner with Tier 1 Technicians to mentor, reinforce knowledge transfer around emerging technologies and best practices while improving the overall team's efficiency.\n\nIdentify and escalate critical or unresolved issues to Level 3 support, providing detailed handover information.\n\nSupport on-site and remote workforce environments, ensuring seamless user experience across hybrid, multi-site, and distributed operating models.\n\nRequired Qualifications\n3–5 years of Help Desk support experience, with at least 1–2 years in a Tier II capacity within an enterprise environment.\n\nStrong proficiency in Windows Server/Client OS (e.g., Windows, Linux, macOS), Active Directory, Azure AD/Microsoft Entra ID, software applications (e.g., M365/Microsoft Office), cloud service platform (e.g., Azure Virtual Desktop/ AVD), network fundamentals (e.g., DHCP, DNS, VPN) and standard enterprise management tools (ServiceNow, NinjaOne).\n\nStrong analytical and problem-solving abilities to identify root causes of complex issues while using remote access tools.\n\nExcellent communication and customer service skills, with the ability to explain technical concepts clearly to non-technical users.\n\nFocused mindset on delivering value-added engagement with end users at all touchpoints.\n\nAbility to manage multiple priorities, work independently with minimal supervision, and pivot rapidly in a dynamic support landscape while maintaining quality of service.\n\nPreferred Qualifications\nAssociate degree from an accredited institution with 3+ years of Help Desk experience OR\n\nHigh school diploma or GED equivalent, with 5+ years of Help Desk experience can be substituted for a degree\n\nIT Certifications: CompTIA Certification A+, Network+, or Security+\n\nExposure to virtualization technologies (VMware, Hyper-V, Citrix) and cloud service ecosystems (Azure, AWS, GCP).\n\nOriginally posted on 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