Level 2 Desk Engineer

Position Summary:

The Level 2 Support Desk Engineer role is pivotal in providing high-quality technical support, troubleshooting and guidance to our Managed Services and Support clients. This position involves being the primary technical point of contact for a book of clients. The Level 2 Support Desk Engineer responsibilities include managing and maintaining any IT system or service each customer employs, troubleshooting plus resolving any IT technical issues that develop, along with maintaining meticulous documentation.

The Level 2 Support Desk Engineer will excel in independently addressing service tickets with technical expertise plus offer flexible support to ensure customer satisfaction. The employee may need to travel to customer locations to perform job duties as required.

This is a full-time, in-office position, in Tampa, FL. Shifts and hours of work may vary depending on Support Desk and business needs, including after-hours on-call rotation (work from home). In some cases, additional hours may be required when timelines need to be met.

• 5+ years of previous MSP experience is REQUIRED for this role.
• Experience with ticket management system and other applications such as Connect Wise, Service Now, Kaseya.
• Previous hands‑on experience in the following areas is required:
• Microsoft 365, Microsoft Entra /Azure, Intune, Autopilot, plus on‑premise Active Directory.
• Windows Server Operating Systems.
• Wireless Access Devices and VLANs.
• Mobile Device Management Experience.
• Experience with network troubleshooting (DNS, DHCP, VPN).
• Power Shell and Automation.
• Experience with Microsoft Azure cloud migration projects and strategies.
• Subject matter expertise in implementing, managing, and monitoring an organization’s Azure environment, including:
  Virtual networks, Storage, Compute, Identity, Security, Governance.
• Preferred
  
  Certifications:
  • AZ‑104 Microsoft Azure Administrator (Required to complete within 6 months on the job)
  • MS‑102:
    Microsoft 365 Administrator (Required to complete within 6 months on the job)
  • JNCIA‑Junos
  • JNCIA‑MIST
  • JNCIS‑MIST – Wireless
  • JNCIS MIST - Wired
  • JNCIS‑ENT
  • JNCIS‑SP
  • Fortinet NSE 4
  • CCNA
• Personal vehicle for onsite transportation, personal cell phone for communication and MFA authentication.

• Associate degree or greater in related field is a plus.
• Build and manage experience with Hypervisor farms plus Storage Area Networks.

• Provide Level 1&2 technical support to clients via incoming calls, email, or chat.
• Mentor Level 1 technicians on ticket troubleshooting and knowledge.
• Serve as the central integration point for all Microsoft 365 workloads.
• Coordinate and align activities across multiple Microsoft 365 services.
• Collaborate with architects and administrators overseeing infrastructure, identity, security, compliance, endpoints, and applications.
• Adhere to the Support Desk processes, policies, and procedures.
• Evaluate, prioritize, respond, and resolve in accordance with our Service Level Agreements (SLA’s).
• Create a positive customer experience through basic and complex technical issue resolution.
• Collaborate with team members to coordinate troubleshooting and resolve technical issues. Escalate complex cases to Level 3 support, when necessary, while maintaining customer confidence in the resolution process.
• Provide timely and accurate updates to customers and internal stakeholders on Incident status.
• Remote and onsite support relating to technical issues of your clients.
• Manage personal support queue and effectively drive tickets assigned to you.
• Respond to client inquiries, troubleshooting issues, and resolve client inquiries and technical issues related to hardware, software, workstations, network, or other IT Systems.
• Monitor network infrastructure and systems using network monitoring tools.
• Document all activities, including issues details, troubleshooting steps, and resolutions, in our ticketing system.
• Implement technical changes and configurations to all networking devices, servers, server‑side applications, and systems without supervision adhering to Change Management practices.
• Participat…