L2 Technical Support Engineer
4 weeks ago
Overview:
Our US-based MSP client is seeking a motivated and skilled Technical Support Engineer (Level 2) to provide advanced support for their clients' IT infrastructure. This role requires strong problem-solving skills, attention to detail, and the ability to manage client servers, Fortinet networking equipment, and O365 environments.
Key Responsibilities:
Provide Level 2 technical support for Windows systems and Linux servers.Manage client servers, including routine maintenance, troubleshooting, and performance monitoring.Support and configure Fortinet networking equipment, ensuring optimal performance and security.Respond to network management requests and resolve complex issues in O365 environments.Provide support for email filtering services, ensuring clients' email systems remain secure and functional.Handle escalations from Level 1 support and assist with more advanced troubleshooting.Participate in the on-call rotation (2-person rotation), providing after-hours support as needed.Collaborate with project teams to deliver technical solutions for client-specific needs.Ensure adherence to service-level agreements (SLAs) and provide timely updates to clients.Maintain detailed documentation of issues, troubleshooting steps, and resolutions in ticketing systems.Continuously improve technical knowledge, staying up to date with new tools and best practices in networking.
Required Qualifications:
3-5 years of experience in technical support or a similar role.Strong understanding of Windows 10 and Linux server environments.Proficient in networking concepts and hands-on experience with Fortinet equipment.Familiarity with Office 365 management and troubleshooting.Ability to manage multiple priorities in a fast-paced environment.Strong communication skills, with an emphasis on phone-based support.Flexibility to participate in the on-call rotation.
Preferred Qualifications:
Familiarity with endpoint protection platforms like SentinelOne (EDR) and knowledge of Managed Detection and Response (MDR) solutions, such as BlackPoint Cyber.Experience with email filtering solutions.Familiarity with remote monitoring and management (RMM) tools.Previous experience in a managed services provider (MSP) environment.
Working Conditions:
RemoteGraveyard Schedule8:00am - 5:00pm CST-
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