Level 2 Help Desk Engineer

Company Description Fortified Networks provides scalable managed IT and cybersecurity services tailored for growing businesses. The company focuses on delivering fast, secure, and expert technology support that allows clients to operate confidently and efficiently. By combining proactive monitoring with responsive service, Fortified Networks helps organizations minimize downtime and strengthen their security posture. Team members work with a wide range of modern tools and environments, supporting clients without adding internal overhead to their operations.

Role Description The Level 2 Help Desk Engineer is a full-time role. This position is responsible for handling escalated technical support issues, including advanced troubleshooting of workstations, networks, printers, and related hardware. Day-to-day tasks include responding to help desk tickets, diagnosing and resolving user issues, performing root cause analysis, and documenting solutions in the ticketing system. The engineer will collaborate with Level 1 support and senior engineers, assist with deployments and upgrades, and follow established procedures and best practices to maintain secure and stable environments for clients. The role also involves clear communication with end users, providing timely updates, and ensuring a high level of customer service.

Qualifications

• Candidates should possess strong Technical Support and Help Desk Support skills, including experience with ticketing systems and user assistance.
• Candidates should possess solid Troubleshooting abilities for software, operating systems, and basic network connectivity issues.
• Candidates should possess experience with Printer Support, including configuration, network printing, and resolving printing errors.
• Candidates should possess hands-on Computer Hardware skills, including installation, replacement, and diagnostics of workstations and peripherals.
• Relevant skills such as knowledge of Windows and macOS environments, basic networking (TCP/IP, DNS, DHCP), and security best practices are beneficial.
• Strong communication, customer service orientation, and the ability to prioritize and manage multiple tasks in a fast-paced environment are preferred.
• Industry certifications such as CompTIA A+, Network+, or similar, and prior experience in a managed services or MSP environment are a plus.