Level 2 Professional Services Engineer
Position Summary
We are seeking a skilled and client-focused Level 2 Professional Services Engineer to support user and computer onboarding, offboarding, and infrastructure project work for our clients. This role is ideal for a hands-on engineer with experience working directly with end users, deploying workstations, assisting with server installs, and supporting configuration tasks alongside senior engineers.
The Level 2 Professional Services Engineer plays a critical role in delivering smooth client transitions, maintaining professionalism during onsite engagements, and ensuring projects are executed accurately and efficiently.
Key Responsibilities
Professional Services & Project Support
- Assist with client onboarding and offboarding activities, including user provisioning, access setup, and device transitions
- Support server installations, including cabling, and initial configuration
- Assist senior engineers with system configurations, upgrades, and infrastructure changes
- Participate in workstation refresh and deployment projects, ensuring consistency and quality
User & Endpoint Support
- Deploy, configure, and troubleshoot workstations (Windows and macOS)
- Support user profiles, permissions, and data migrations during onboarding/offboarding
- Ensure proper setup of user accounts, email, MFA, and endpoint security tools
- Provide white-glove support to end users during cutovers and transitions
Client-Facing Engagement
- Work directly with clients onsite and remotely, maintaining a professional and calm presence
- Communicate clearly with end users regarding timelines, expectations, and next steps
- Coordinate with internal project managers and service teams to ensure smooth delivery
Documentation & Process
- Document project tasks, configurations, and changes accurately in PSA and documentation systems
- Follow established SOPs and contribute updates when processes evolve
- Ensure proper handoff to Service Desk teams after project completion
- Contribute to the development of standardized technical checklists and documentation.
- Identify potential risks or inefficiencies in project workflows and suggest solutions.
- Assist in post-project reviews to evaluate successes and areas for improvement.
Required Qualifications
- 3–5 years of IT support experience, preferably in an MSP or professional services environment
- Hands-on experience with onboarding/offboarding users, workstation deployments, and profile management
- Experience assisting with server installs (rack and stack) and infrastructure projects
- Strong understanding of Windows OS, Active Directory, and basic networking concepts
- Comfortable working in client environments and communicating directly with end users
Preferred Skills
- Experience with Microsoft 365, Azure AD/Entra ID, and endpoint management tools
- Familiarity with virtualization platforms (VMware, Hyper-V)
- Experience working with PSA/RMM tools (ConnectWise, Autotask, Datto, etc.)
- Ability to follow project plans and escalate when needed
Professional Competencies
- Strong customer service mindset with a professional demeanor
- Detail-oriented and organized in project execution
- Ability to multitask and adapt in fast-paced client environments
- Team-oriented with a willingness to learn and grow
- Ability to work independently and manage multiple technical tasks effectively.
What Success Looks Like
- Client onboardings and offboardings are smooth, timely, and well-documented
- Workstations and servers are deployed consistently and correctly
- End users feel supported and confident during transitions
- Senior engineers and project managers can rely on accurate execution and communication
