Level 2 Technical Support Engineer

We are looking for a Level 2 Technical Support Engineer. This is a direct hire opportunity based out of Port Washington, NY (Onsite).

The Helpdesk Engineer provides Level 1 and Level 2 technical support across endpoint management, identity services, collaboration platforms, printing infrastructure, and secure network access technologies. The role requires strong analytical troubleshooting and debugging capabilities to diagnose complex issues across Microsoft Intune, Active Directory (AD), Windows environments, Office 365, Global Protect VPN, shared drives, and enterprise printing systems. The position ensures high system availability, security compliance, and a positive end-user experience.

• Microsoft Intune (MDM, compliance policies)
• Windows 10/11 administration
• Office 365 / Microsoft 365 administration
• NTFS permissions & shared drives
• Global Protect VPN support
• Basic networking (DNS, DHCP, TCP/IP)
• Strong debugging and analytical troubleshooting skills

• 2–5 years of IT Helpdesk / Desktop Support experience.
• Microsoft certifications (MD-102, MS-900, AZ-900 preferred).
• Experience with ticketing systems (Service Now, Jira, etc).
• Basic Power Shell scripting knowledge.

• Manage Windows device enrollment and lifecycle via Microsoft Intune.
• Deploy configuration profiles, compliance policies, and endpoint security policies.
• Troubleshoot MDM enrollment failures and policy conflicts.
• Investigate and resolve device compliance and patching issues.

• Create, modify, and deactivate user accounts in Active Directory and Azure AD.
• Manage group memberships and access permissions.
• Troubleshoot account lockouts, password resets, and MFA issues.
• Apply and troubleshoot Group Policy Objects (GPOs).
• Diagnose and resolve Windows 10/11 OS issues.
• Perform system builds, imaging, and OS upgrades.
• Troubleshoot performance issues using logs, Event Viewer, and system diagnostics.
• Support hardware troubleshooting (RAM, storage, drivers, peripherals).
• Perform root cause analysis for recurring workstation issues.

• Manage user provisioning and license assignments.
• Troubleshoot Outlook, Teams, One Drive, and SharePoint connectivity issues.
• Support Exchange Online mail flow and mailbox issues.
• Manage shared mailboxes, distribution lists, and Teams permissions.
• Resolve synchronization and profile-related issues.

• Manage NTFS and share-level permissions.
• Troubleshoot file access errors and mapped drive issues.
• Diagnose DFS and file server connectivity problems.
• Ensure proper role-based access control.

• Troubleshoot Global Protect VPN connection and authentication issues.
• Resolve certificate, gateway, and client configuration problems.
• Perform connectivity testing (ping, tracert, DNS resolution).
• Escalate firewall or advanced networking issues appropriately.

• Install and configure the network and local printers.
• Troubleshoot printer connectivity issues (TCP/IP, print server, drivers).
• Resolve spooler errors and stuck print queues.
• Diagnose printer driver conflicts and deployment issues.
• Support print server management and access permissions.
• Perform basic hardware troubleshooting (paper jams, toner, connectivity).

• Apply structured troubleshooting methodology (isolate, test, validate).
• Analyze system logs (Event Viewer, Intune logs, O365 logs).
• Perform root cause analysis (RCA) for recurring incidents.
• Use Power Shell for diagnostics and issue resolution (basic scripting preferred).
• Document troubleshooting steps and preventive measures.
• Identify patterns in recurring incidents and recommend permanent fixes.
• Manage tickets within defined SLAs.
• Provide clear documentation of root cause and resolution steps.
• Escalate incidents appropriately with detailed technical analysis.
• Maintain asset inventory and configuration records.

Annual Base Salary Range for CA, CO, IL, NJ, NY, WA, and DC: $70,000 to $90,000. Actual compensation offered may vary depending on factors including but not…