Position Summary

The Senior Level 2 Support Desk Engineer is responsible for delivering advanced technical support to end users, managing complex escalations, and ensuring a high level of service quality across the support desk.

This role serves as a bridge between Level 1 support and senior engineering teams, handling escalated service requests, performing root cause analysis, and maintaining system reliability across client environments. The ideal candidate has a strong foundation in IT systems, excellent troubleshooting skills, and the ability to communicate technical solutions clearly and professionally.

Key Responsibilities

Technical Support & Escalations

• Respond to and resolve escalated technical support requests from the service desk.

• Troubleshoot hardware, software, networking, and system-related issues across various environments.

• Perform root cause analysis to identify underlying issues and prevent recurrence.

• Implement technical solutions to complex problems and collaborate with senior engineers when escalation is required.

• Manage and resolve complex issues related to servers, virtualization platforms, networking infrastructure, security tools, cloud services, and business applications.

Service Desk Leadership

• Serve as an escalation point for Level 1 and junior Level 2 support engineers.

• Mentor and guide service desk technicians to improve troubleshooting capability and technical knowledge.

• Provide technical guidance and support to strengthen team performance and consistency.

Documentation & Knowledge Management

• Document resolutions and maintain accurate knowledge base articles within IT documentation platforms.

• Ensure support processes and troubleshooting steps are properly documented.

• Assist in maintaining system documentation and operational procedures.

Systems Administration Support

• Assist with system maintenance, updates, and user account administration.

• Support ongoing system health and infrastructure stability.

• Contribute to continuous improvement of support processes and operational standards.

Qualifications

• Minimum 3 years of experience in IT support, help desk, or technical support roles with increasing responsibility.

• Strong understanding of networking, hardware, and business applications.

• Ability to triage and prioritize tickets based on urgency and business impact.

• Proven troubleshooting skills and ability to diagnose complex technical issues.

Technical Experience

Hands-on experience with the following technologies is strongly preferred:

Operating Systems & Identity

• Windows Server

• Active Directory

• Azure AD / Entra ID

• Azure MFA

Infrastructure & Networking

• Switches and wireless access points

• Networking fundamentals

• Firewalls

Virtualization & Platforms

• VMware vSphere

• Microsoft Hyper-V

Cloud & Messaging

• Microsoft Exchange

• Microsoft Azure services

Tools & Platforms

• IT documentation systems (e.g., IT Glue)

• PSA systems such as Autotask

• RMM platforms such as Datto RMM

Professional Skills

• Strong analytical and organizational abilities

• Ability to manage multiple tasks and priorities in a fast-paced environment

• Team-oriented with strong collaboration and consensus-building skills

• Customer-focused mindset with the ability to maintain professionalism under pressure

• Excellent written and verbal communication skills

Certifications (Preferred)

Relevant certifications may include:

• CompTIA ITF+

• CompTIA A+

• CompTIA Network+

• Microsoft MTA or related Microsoft certifications

• Equivalent industry certifications

Additional Requirements

• Ability to adjust work schedules when necessary to meet operational needs

• Ability to commute to office or client locations when required

• Commitment to maintaining high service standards and continuous learning