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Level 2 Help Desk Technician
The Level 2 Helpdesk Engineer is responsible for remote management support
of multiple client networks of various sizes and levels of complexity. This
position requires handling a full range of tasks, including desktop, server,
network, and mobile device support – providing superior service with limited
to no supervision consistently.
Responsibilities
- Respond to and resolve escalated Level 2 service requests.
- Troubleshoot Windows desktops, laptops, servers and mobile devices.
- Install, configure and support Microsoft Windows and common business applications.
- Administer Microsoft 365, Exchange Online, user accounts, licenses and security settings.
- Create and manage Active Directory users, groups, permissions and policies.
- Diagnose network connectivity, DNS, DHCP, VPN, firewall, switching and wireless problems.
- Configure and troubleshoot firewalls, managed switches, wireless access points and VLANs.
- Support servers, virtualization platforms, backups and cloud-based systems.
- Perform workstation installations, migrations, replacements and user-profile transfers.
- Monitor managed client systems and respond to alerts generated by remote-management tools.
- Investigate cybersecurity alerts, suspicious activity and endpoint-protection issues.
- Escalate complex problems when appropriate while maintaining responsibility for client communication.
- Document troubleshooting steps, configurations, passwords, resolutions and client environments accurately.
- Track all work and communications through the company’s ticketing system.Communicate technical information to clients in clear, nontechnical language.Participate in scheduled maintenance, technology projects and occasional after-hours support.Follow company security, documentation and change-management procedures
Requirements
- Technical Skills
- 5+ years of Desktop, Server, & Networking Technical Support or related experience.
- Experience with any of the following: Autotask, Syncro RMM, Avast or other related MSP software experience
- Networking Products, Ubiquiti, SonicWall, Cisco, VMWare, Dell
- Good understanding of Active Directory: manipulating users/groups and doing Office 365 Administration.
- PC/Workstation migration and setup
- Experience configuring and troubleshooting firewalls/switches, wireless access points and VLANs.
- Experience configuring and troubleshooting Office 365 and Microsoft’s Software/Applications.
- Experience configuring and troubleshooting Windows Server & Windows Workstations
- Experience working for a managed service provider.
- Experience with SuperOps, Autotask, Syncro, ConnectWise or another PSA/RMM platform.
- Knowledge of Ubiquiti, SonicWall, Cisco, Dell and VMware products.
- Experience with Microsoft Azure, Entra ID and Intune.
- Familiarity with cybersecurity tools, multifactor authentication and endpoint detection and response.
- Experience supporting VoIP systems, network-attached storage and cloud backup platforms.
- Microsoft, CompTIA, Cisco or other relevant technical certifications.
Nice To Have
- Experience with a CRM platform (SuperOps, HubSpot, Salesforce, or similar)
- Background in the managed IT services / technology industry
Success
- A successful Level 2 Help Desk Technician resolves issues accurately, documents work thoroughly and keeps clients informed. This person takes ownership of problems, recognizes when escalation is necessary and continually looks for ways to improve the reliability and security of client systems.