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.

Position Type/Expected Hours of Work:

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.

Required Education & Experience

5+ years of previous MSP experience is REQUIRED for this role.
Experience with ticket management system and other applications such as ConnectWise, ServiceNow, Kaseya,
Previous hands-on experience in the following areas is required:
Microsoft 365, Microsoft Entra ID/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)
PowerShell 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

Desired Education & Experience

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

Duties & Responsibilities:

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.
Participate in an on-call rotation to provide 24/7 support for network related emergencies.
Protect organizations value by preserving the confidentiality of information.
Complete any projects approved for clients assigned to you.
Assist Professional Services with any additional project workload assigned.

Competencies:

Must have a strong work ethic.
Must be well organized and a self-starter.
Detail oriented, professional, have a positive attitude, and reliable.
Effective communications skills, both verbal and written.
Possess strong time management skills with the ability to multi-task in a fast-paced environment.
Solid troubleshooting techniques for computer hardware, operating systems, software applications and networking principles.
A proactive and self-motivated approach to learning and professional development.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.

Level 2 Support Desk Engineer

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