IT Support Engineer Level 2

About the Role

The IT Support Engineer Level 2 provides advanced technical support across multiple client environments. This role handles escalated incidents involving Microsoft 365, Active Directory, Windows Server, networking, virtualization, cloud services, firewalls, and VPN connectivity.

The ideal candidate has strong troubleshooting skills, experience supporting business-critical systems, and the ability to manage multiple priorities in a fast-paced managed services environment. This position also provides technical guidance to Level 1 team members and escalates complex infrastructure or security issues when necessary.

Key Responsibilities

Advanced Technical Support

• Investigate and resolve escalated system, network, cloud, and application incidents that cannot be completed at Level 1.

• Troubleshoot complex issues involving Windows workstations and servers, Microsoft 365 applications, user access, network connectivity, VPNs, and business applications.

• Perform root-cause analysis for recurring incidents and recommend corrective or preventive actions.

• Coordinate with senior engineers, vendors, and client contacts when additional expertise or authorization is required.

Microsoft 365 and Identity Administration

• Administer Microsoft 365, Active Directory, and Microsoft Entra ID environments.

• Manage user accounts, security groups, licenses, permissions, multifactor authentication, and access-related requests.

• Support Exchange Online, Outlook, Teams, OneDrive, and SharePoint issues.

• Create and maintain basic Group Policy configurations following approved procedures.

Systems and Virtualization Support

• Administer and troubleshoot Windows Server environments, including user access, services, file permissions, updates, and routine maintenance.

• Support virtual environments such as VMware or Hyper-V, including virtual machine provisioning, monitoring, snapshots, and basic troubleshooting.

• Assist with server patching, software deployments, backups, capacity monitoring, and infrastructure maintenance.

Network and Security Support

• Troubleshoot LAN, WAN, Wi-Fi, DNS, DHCP, VPN, routing, switching, and remote-access issues.

• Configure and support firewalls, switches, wireless equipment, and VPN solutions from at least one major technology vendor.

• Monitor security alerts, antivirus tools, patching status, and vulnerability findings.

• Support vulnerability remediation, access reviews, and security-related tasks following established procedures.

• Assist senior engineers with disaster recovery testing and business continuity activities.

Monitoring and Incident Management

• Monitor network, server, cloud, and system-health dashboards to identify and respond to service interruptions.

• Prioritize incidents according to urgency, business impact, and service-level expectations.

• Document troubleshooting, configurations, resolutions, and follow-up actions accurately in the ticketing system.

• Communicate incident status and resolution details clearly to clients and internal teams.

Team Collaboration

• Provide technical guidance to Level 1 support team members and assist with escalations.

• Share troubleshooting knowledge and contribute reusable solutions to the internal knowledge base.

• Collaborate with internal teams, client contacts, and third-party vendors to resolve technical issues.

Required Qualifications

• Technical degree, university studies, or completed degree in Computer Science, Information Technology, Systems Engineering, or a related field. Relevant certifications and equivalent hands-on experience will also be considered.

• Two to three years of experience in IT support, systems administration, network support, managed services, or a similar role.

• Advanced English communication skills, ideally B2+ or higher, with the ability to assist clients and document technical work clearly.

• Hands-on experience supporting Microsoft 365, Active Directory, Windows workstations, and Windows Server environments.

• Strong understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPNs, routing, and switching fundamentals.

• Experience troubleshooting user-access, network-connectivity, server, and application issues.

• Familiarity with ticketing, remote-support, or monitoring platforms.

• Strong analytical, organizational, customer-service, and problem-solving skills.

Preferred Qualifications

• Experience with Microsoft Azure or Microsoft Entra ID.

• Experience with VMware, Hyper-V, or another virtualization platform.

• Hands-on experience with at least one firewall or networking platform, such as Cisco, Meraki, Fortinet, SonicWall, Palo Alto, Aruba, HP, Juniper, or a comparable solution.

• Experience using ConnectWise, Kaseya, ServiceNow, or similar ticketing and remote-monitoring tools.

• Familiarity with patch management, vulnerability remediation, backups, and security-monitoring processes.

• Certifications such as CompTIA Network+, Security+, Microsoft Azure Fundamentals, Microsoft 365 Fundamentals, or equivalent training.

• Previous experience supporting international clients in a BPO, MSP, shared-services, or multi-client environment.