Full-Time L2/L3 Support Engineer

Level 2/3 Engineer role is a generalized support role, combining support request tickets via ConnectWise PSA and Automate, escalated tickets from L1 team members, or delegated by the service desk manager.

The role involves diagnosing and troubleshooting intermediate to complex issues, handling basic customer and team member requests.

Required Skills and Responsibilities

• Proactively perform L2/L3 tickets for customer systems.
• Handle service desk tickets logged in Autotask PSA, including but not limited to:
• Logging, maintaining, and completing IT support tickets via the internal help desk platform.
• Administer users and groups within Active Directory.
• Prepare, deploy, and maintain IT equipment.
• Troubleshoot 3rd party applications.
• Perform network diagnostics and VLAN creation.
• Assist in documentation management and updating processes and procedures.
• Ensure efficient work without compromising quality.
• Effectively manage ticket queue with a strong focus on client outcomes.
• Record actions in Autotask PSA for accurate notes.
• Propose enhancements to systems and workflows to drive efficiency.

Required Experience/Skills

• 5+ years of experience in IT support or helpdesk.
• Strong troubleshooting skills (strategic problem-solver).
• Experience with remote desktop tools and ticketing systems.
• Ability to explain technical issues clearly and friendly to non-technical users.
• Experience with networking products (highly regarded).

Tools

• ConnectWise PSA
• ConnectWise Automate
• IT Glue
• M365 Admin Console
• M365 knowledge

Desirable Skills/Knowledge

• Relevant industry certifications (Microsoft and/or Azure).
• Familiarity with networking products.
• Experience with Sophos products.

Professional Skills

• Strong verbal and written communication skills
• Excellent customer service skills with a user-focused approach.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong problem-solving and troubleshooting abilities.
• Ability to work well in a small collaborative team while also working independently.

Ideal Candidate

• Long-term role interest.
• Desire to train, develop, and grow with the team.
• Capable of training new team members.

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