Confidential
Service Desk Engineer (Level 2) Job Posting Summary
Summary of Position We are seeking an
L2 Technical Engineer
who combines proven technological expertise with outstanding personal communication skills. A positive, "can do" personality, and a commitment to providing
extreme white glove customer service
are key for this position. You will act as a main point of contact for service requests and an escalation point for the Service Desk team.
Key Responsibilities
Act as an
escalation point
responding to L2 ticketing requests.
Serve as the point of contact for customers for all service request types.
Diagnose and correct
hardware and software configuration problems .
Perform fast turnaround of customer requests.
Provide clear communication with customers, keeping them informed of incident progress, impending changes, and agreed outages.
Build reports and maintain client relationships through clear communication and prompt follow-through on ticketing.
Maintain asset inventory (receipt, storage, tracking, and decommissioning) and network, systems, and organizational documentation.
Essential Technical Requirements
Operating Systems:
Windows Operating systems (Windows 10 and 11) and MacOS.
Networking:
DNS, DHCP, and General Networking Troubleshooting. Proficiency with LAN/WAN - Switches, Routers, Access Points, and Firewalls (Fortinet experience a plus).
Cloud & MDM:
Microsoft Intune/Mobile Device Management (MDM), Office 365, Azure Virtual Desktop, and proficiency with the Azure Platform.
Collaboration & Productivity:
Experience with
Microsoft M365 Suite
(BP, E3, E5), Microsoft Teams,
Microsoft Co‑Pilot , Slack, and Adobe Pro. Provide support for conferencing systems: Teams, Zoom, and support for Zoom soft phone.
Cybersecurity:
Expertise in Microsoft Entra‑ID, Microsoft Authenticator, Microsoft Sentinel (SIEM), JAMF, CrowdStrike, and Proofpoint.
Systems Management:
Proficiency in ConnectWise RMM, HaloITSM, and
IT Glue Documentation .
Required Skills & Experience
Professional IT Service Desk experience with
Level 2 and 3 proficiency .
Experience in first and second level help desk/desktop support.
Excellent Customer Service, Problem Solving Skills, and Critical thinking.
Ability to plan and prioritize workload without supervision.
Ability to work flexible hours and multi‑task.
Education
Bachelor’s degree in IT, Computer Science, or related field
OR
High School Diploma or Associate’s degree in IT or equivalent work experience.
Microsoft Certifications and/or any other IT related certifications are a plus.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
IT Services and IT Consulting
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Summary of Position We are seeking an
L2 Technical Engineer
who combines proven technological expertise with outstanding personal communication skills. A positive, "can do" personality, and a commitment to providing
extreme white glove customer service
are key for this position. You will act as a main point of contact for service requests and an escalation point for the Service Desk team.
Key Responsibilities
Act as an
escalation point
responding to L2 ticketing requests.
Serve as the point of contact for customers for all service request types.
Diagnose and correct
hardware and software configuration problems .
Perform fast turnaround of customer requests.
Provide clear communication with customers, keeping them informed of incident progress, impending changes, and agreed outages.
Build reports and maintain client relationships through clear communication and prompt follow-through on ticketing.
Maintain asset inventory (receipt, storage, tracking, and decommissioning) and network, systems, and organizational documentation.
Essential Technical Requirements
Operating Systems:
Windows Operating systems (Windows 10 and 11) and MacOS.
Networking:
DNS, DHCP, and General Networking Troubleshooting. Proficiency with LAN/WAN - Switches, Routers, Access Points, and Firewalls (Fortinet experience a plus).
Cloud & MDM:
Microsoft Intune/Mobile Device Management (MDM), Office 365, Azure Virtual Desktop, and proficiency with the Azure Platform.
Collaboration & Productivity:
Experience with
Microsoft M365 Suite
(BP, E3, E5), Microsoft Teams,
Microsoft Co‑Pilot , Slack, and Adobe Pro. Provide support for conferencing systems: Teams, Zoom, and support for Zoom soft phone.
Cybersecurity:
Expertise in Microsoft Entra‑ID, Microsoft Authenticator, Microsoft Sentinel (SIEM), JAMF, CrowdStrike, and Proofpoint.
Systems Management:
Proficiency in ConnectWise RMM, HaloITSM, and
IT Glue Documentation .
Required Skills & Experience
Professional IT Service Desk experience with
Level 2 and 3 proficiency .
Experience in first and second level help desk/desktop support.
Excellent Customer Service, Problem Solving Skills, and Critical thinking.
Ability to plan and prioritize workload without supervision.
Ability to work flexible hours and multi‑task.
Education
Bachelor’s degree in IT, Computer Science, or related field
OR
High School Diploma or Associate’s degree in IT or equivalent work experience.
Microsoft Certifications and/or any other IT related certifications are a plus.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
IT Services and IT Consulting
#J-18808-Ljbffr