Tier 2 IT Support Engineer

Responsibilities

• Work directly with customers to troubleshoot issues and clearly communicate technical findings and solutions.
• Proactively identify and escalate system, process, and infrastructure deficiencies uncovered during troubleshooting efforts to account managers and Tier 3 engineering teams.
• Maintain accurate documentation, including network diagrams, system configurations, standard operating procedures and customer environment records.
• Use PSA, RMM, and NOC tools to manage work, monitor environments, document activity, and support service delivery.
• Participate in after-hours maintenance windows and on-call coverage as required.
• Stay current on emerging technologies, industry best practices, product updates, and security standards.
• Systems Administration & Cloud Infrastructure:
• Administer and support Microsoft 365 environments, including Exchange Online, SharePoint Online, Teams, Entra ID, and Intune.
• Support Windows Server environments, including Active Directory, DNS, Group Policy, and file and print services.
• Basic troubleshooting of virtualization platforms, including VMware and Hyper-V.
• Maintain and troubleshoot identity and security solutions, including single sign-on, multi-factor authentication, Conditional Access, and RADIUS authentication.
• Troubleshoot operating system, application, authentication, and cloud service issues.
• Aid with cloud migrations and hybrid infrastructure deployments.
• Network Support:
• Troubleshoot network connectivity, performance, and reliability issues escalated by the Service Desk.
• Escalate and collaborate with senior network engineers on complex networking incidents and projects.
• Monitor network performance and respond to alerts.

Qualifications

• 3+ years of experience in systems administration, infrastructure support, or managed IT services.
• Strong experience supporting Microsoft 365 and Windows Server environments.
• Hands-on experience with Active Directory, DNS, DHCP, Microsoft 365, Exchange Online, SharePoint Online, and Entra ID.
• Experience with virtualization platforms such as VMware or Hyper-V.
• Strong understanding of networking fundamentals, including TCP/IP, VLANs, routing, switching, and VPN technologies.
• Demonstrated troubleshooting, root cause analysis, and problem-solving skills.
• Strong technical documentation, organization, and time-management skills.
• Excellent customer service and written and verbal communication abilities.
• Ability to manage multiple tasks, projects, and competing priorities in a fast-paced environment.
• Valid driver’s license and ability to travel to client sites as needed.