Technical Support Level 2

Introduction:

We are looking for a Level 2 IT Support Engineer to join our team in a remote capacity. The ideal candidate will have experience in multi-tenant or MSP environments and provide advanced remote support for desktops, servers, networks, and cloud platforms. This role involves handling escalated tickets, monitoring infrastructure, and ensuring compliance in regulated industries.

Responsibilities:

• Provide remote IT support across Windows, macOS, and Linux environments.
• Troubleshoot and resolve escalated tickets with root cause analysis.
• Monitor infrastructure using RMM and NOC tools.
• Execute scheduled maintenance tasks during after-hours.
• Document work in ticketing systems.
• Escalate high-impact issues and ensure client-specific SLAs are met.
• Follow SOPs and security guidelines for compliance.
• Participate in shift handovers and submit detailed reports.

Requirements:

• 3+ years of experience in an MSP or multi-tenant IT support environment.
• Proficiency in Microsoft 365, Windows Server, Active Directory, and networking.
• Hands-on experience with backup solutions, RMM platforms, and monitoring tools.
• Strong knowledge of networking and experience in regulated environments.
• Understanding of compliance frameworks and excellent communication skills.
• Ability to work independently during night shifts.

Nice to Have:

• Industry certifications.
• Experience in financial services or biotech sectors.
• Knowledge of cybersecurity best practices.