Level 2 Engineer
Confirmed on the employer's own hiring board on Nov 4, 2026. First seen by Alion on Oct 29, 2026.
SUMMARY
We are
seeking a skilled and customer-focused Level 2 IT Support Engineer with
previous experience working in an MSP environment. In this role, you will act
as the escalation point, providing advanced technical support to our clients
across a range of technologies. You’ll be responsible for resolving complex
issues, managing tickets efficiently, and ensuring client satisfaction.
JOB
RESPONSIBILITIES
- Troubleshooting
issues related to End User Devices including but not limited to Desktops,
Laptops, Mobile Devices, Printers, Scanners, Vendors, Applications, Wi-Fi and
more.
- Troubleshoot
issues related to Company Infrastructure such as Office 365, G Suite, Windows
Server Environments (2016, 2019), Cloud Infrastructure (Cloud File Storage,
Cloud authentication)
- Follow
proper company procedures such as response time, escalation, communication, and
documentation.
- Properly
handle your ticket workspace in the help desk system - everything clean,
updated, resolved properly, and generally done aesthetically
- Provide
constant communication proactively to avoid customer frustration or long time
on their computers during working hours.
QUALIFICATIONS
- 4 years of
IT support experience in an MSP environment.
- Strong
knowledge of Windows desktop and server OS (Windows 10/11, Windows Server
2016+).
- Experience
supporting Microsoft 365, Azure AD, and related services.
- Familiarity
with RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne, Halo, ConnectWise,
Autotask).
- Solid
understanding of networking (TCP/IP, DNS, DHCP, firewalls, VPNs).
- Experience
with virtualization platforms (e.g., VMware, Hyper-V).
- Excellent
troubleshooting and problem-solving skills.
- Strong
communication and customer service skills.
JOB
REQUIREMENTS
- Should be
willing to accept a long-term work-from-home arrangement.
- Should be
amenable to a permanent night shift schedule.