Level 2 IT Engineer — MSP Environment

Role Overview

The Level 2 IT Engineer provides advanced technical support to multiple client environments, handling escalated incidents that cannot be resolved by Level 1 support. The role focuses on troubleshooting, administration, infrastructure support, root-cause analysis, and assisting with IT projects.

Key Responsibilities

1. Advanced Technical Support

• Take ownership of escalated Level 1 tickets and complex technical issues.
• Troubleshoot Windows workstations, servers, applications, and network connectivity.
• Diagnose recurring issues and perform root-cause analysis.
• Resolve incidents within defined MSP SLAs.
• Provide remote and onsite support when required.
• Communicate technical issues and solutions clearly to clients and internal teams.

2. Microsoft 365 & Identity

• Administer and troubleshoot Microsoft 365 environments.
• Manage Exchange Online, Teams, SharePoint, and OneDrive.
• Administer Active Directory and Microsoft Entra ID.
• Troubleshoot authentication, permissions, MFA, Conditional Access, and account issues.
• Manage Group Policy and user/device policies.
• Perform user onboarding, offboarding, and access management.

3. Server & Infrastructure Support

• Support Windows Server environments.
• Troubleshoot Active Directory, DNS, DHCP, file/print services, and Group Policy.
• Monitor server health, performance, disk space, and system events.
• Perform server maintenance, patching, and upgrades.
• Support virtual environments such as VMware or Hyper-V.
• Troubleshoot server and infrastructure-related outages.

4. Networking

• Troubleshoot LAN/WAN connectivity issues.
• Work with TCP/IP, DNS, DHCP, VLANs, routing, and VPNs.
• Troubleshoot switches, wireless networks, and firewalls.
• Analyze network performance and connectivity problems.
• Assist with network deployments, configuration changes, and upgrades.

5. Security & Endpoint Management

• Monitor and troubleshoot endpoint security/EDR alerts.
• Support antivirus, security policies, MFA, and device compliance.
• Investigate suspicious endpoint or account activity and escalate security incidents appropriately.
• Assist with vulnerability remediation and security hardening.
• Maintain secure configurations across client environments.

6. Backup & Disaster Recovery

• Monitor client backup systems.
• Investigate failed or incomplete backups.
• Perform file, system, and server restores when required.
• Assist with disaster-recovery testing and documentation.
• Escalate backup failures that present significant business continuity risks.

7. RMM, PSA & Automation

• Use RMM tools to monitor and manage client endpoints and servers.
• Review alerts and proactively resolve issues before they become incidents.
• Maintain accurate PSA/ticket documentation.
• Create or modify PowerShell scripts to automate repetitive tasks.
• Develop technical procedures and knowledge-based documentation.

8. Projects & Implementation

• Participate in client infrastructure projects and migrations.
• Assist with Microsoft 365 migrations, workstation deployments, server upgrades, network changes, and security projects.
• Implement approved technical solutions.
• Coordinate with Level 3 engineers, project managers, vendors, and clients.
• Ensure project work is properly documented and transitioned into ongoing support.

9. Escalation

• Review escalated tickets and help identify appropriate troubleshooting paths.
• Escalate highly complex issues to Level 3 with clear documentation of troubleshooting performed.
• Share knowledge and contribute to internal technical standards