Level 2 IT Support Engineer

About the Role: The Level 2 IT Support Engineer provides advanced technical support to clients by resolving escalated issues, managing cloud and Microsoft environments, and supporting security and infrastructure operations. This role requires 3+ years of experience in IT support, strong technical expertise, excellent communication skills, and the ability to work independently while collaborating within the team and interacting with clients in a customer-facing capacity.

Responsibilities:

• Provide Level 2 technical support for escalated help desk tickets and client calls, ensuring timely resolution and accurate documentation.
• Diagnose, troubleshoot, and resolve issues related to Active Directory, Hosted Exchange, Microsoft 365, and networking.
• Administer Microsoft 365 environments, including user management, security policies, email configurations, and access controls.
• Support and maintain AD environments, including user accounts, group policies, permissions, and directory services.
• Manage calls and tickets efficiently using the help desk system, updating status and communicating progress clearly.
• Assist with security administration, including MFA, conditional access, email security, and basic incident response.
• Work in a Microsoft Teams environment to communicate with team members and clients.
• Provide customer-facing support, communicating complex technical concepts clearly to clients.
• Escalate complex issues to Level 3 engineers when required and assist with implementation of solutions.
• Document resolutions, procedures, and system changes clearly and accurately.

Requirements:

• Proven experience in a Level 2 IT Support / Help Desk role, preferably within an MSP environment.
• Strong hands-on experience with:
• Active Directory (AD)
• Hosted Exchange
• Microsoft 365 administration and security
• Basic networking knowledge
• Clear and concise English communication skills, both written and verbal.
• Customer-facing experience supporting diverse clients.
• Ability to work independently, prioritize tasks, and manage multiple tickets effectively.
• Experience using MS Teams for team collaboration and client communication.
• Strong troubleshooting skills across Windows environments and common business applications.

Preferred Qualifications:

• CompTIA A+ and Network+ certification (preferred, not mandatory)
• Microsoft certifications (M365, Azure, Security) (preferred, not mandatory)
• Experience with ticketing and call management systems in a help desk environment.
• Exposure to endpoint security, backup solutions, and IT infrastructure management.