TrnDigital
Level 2 Support Engineer – TrnDigital
TrnDigital is looking to hire a Level 2 Support Engineer to join our growing Managed Services Practice. This role includes supporting client tickers and working on IT projects. The role will handle incoming service tickets/calls related to desktop support, Microsoft 365, and general IT issues. The role demands high responsiveness, professionalism, and problem‑solving abilities. You will be expected to resolve tickets independently, elevate when necessary, and maintain clear communication with clients.
This is a full‑time role based in our Newton office, 5 days per week.
Responsibilities
Troubleshoot escalated Microsoft 365 issues (Exchange Online, Teams Telephony, Purview Compliance, etc.)
Manage advanced endpoint issues (driver issues, remote provisioning, BitLocker recovery, etc.)
Perform root‑cause analysis for recurring issues
Assist in onboarding/offboarding automation (Intune, Autopilot, etc.)
Monitor and remediate alerts from RMM tools
Participate in patching, vulnerability mitigation, and update rollouts
Assist with calls to the helpdesk and provide remote desktop support
Build/image laptops for clients based on standard operating procedures
Required Skills & Qualifications
4+ years of experience in IT support; MSP experience preferred
Strong knowledge of Microsoft 365 (Outlook, Teams, SharePoint, Admin Center)
Familiarity with Active Directory, DNS, DHCP, basic network troubleshooting
Experience with RMM and PSA tools
Excellent verbal and written communication skills
Ability to work independently and prioritize tickets
High attention to detail and client‑satisfaction focus
Preferred Qualifications
Microsoft 365 Fundamentals or Modern Desktop Administrator Certification
Experience supporting Intune, Autopilot, or Defender for Endpoint
Familiarity with scripting (PowerShell) for automation tasks
Success Metrics
Average response time to tickets
First‑call/first‑touch resolution rate
Customer Satisfaction (CSAT) feedback scores
Ticket closure rate within SLA
Company Description We’re a niche company specializing in handpicked areas where we can deliver top‑notch quality through our team of full‑stack consultants. We’re nimble, flexible, and have multiple models of engagement that will provide business value at every step.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Location Newton, MA
#J-18808-Ljbffr
This is a full‑time role based in our Newton office, 5 days per week.
Responsibilities
Troubleshoot escalated Microsoft 365 issues (Exchange Online, Teams Telephony, Purview Compliance, etc.)
Manage advanced endpoint issues (driver issues, remote provisioning, BitLocker recovery, etc.)
Perform root‑cause analysis for recurring issues
Assist in onboarding/offboarding automation (Intune, Autopilot, etc.)
Monitor and remediate alerts from RMM tools
Participate in patching, vulnerability mitigation, and update rollouts
Assist with calls to the helpdesk and provide remote desktop support
Build/image laptops for clients based on standard operating procedures
Required Skills & Qualifications
4+ years of experience in IT support; MSP experience preferred
Strong knowledge of Microsoft 365 (Outlook, Teams, SharePoint, Admin Center)
Familiarity with Active Directory, DNS, DHCP, basic network troubleshooting
Experience with RMM and PSA tools
Excellent verbal and written communication skills
Ability to work independently and prioritize tickets
High attention to detail and client‑satisfaction focus
Preferred Qualifications
Microsoft 365 Fundamentals or Modern Desktop Administrator Certification
Experience supporting Intune, Autopilot, or Defender for Endpoint
Familiarity with scripting (PowerShell) for automation tasks
Success Metrics
Average response time to tickets
First‑call/first‑touch resolution rate
Customer Satisfaction (CSAT) feedback scores
Ticket closure rate within SLA
Company Description We’re a niche company specializing in handpicked areas where we can deliver top‑notch quality through our team of full‑stack consultants. We’re nimble, flexible, and have multiple models of engagement that will provide business value at every step.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Location Newton, MA
#J-18808-Ljbffr