L2 Technical Support Engineer
3 weeks ago
Technical Support Engineer (Level 2) job details:
Seeking motivated and skilled engineers for US-based MSP clients, providing advanced support for IT infrastructure, including Windows systems, Linux servers, Fortinet equipment, and O365 environments.
Key Responsibilities:
- Provide Level 2 support for Windows systems and Linux servers.
- Manage client servers, including routine maintenance, troubleshooting, and performance monitoring.
- Support and configure Fortinet equipment for optimal performance and security.
- Respond to network management requests and resolve complex issues in O365 environments.
- Support email filtering services to ensure secure and functional email systems.
- Handle escalations from Level 1 support and assist with advanced troubleshooting.
- Participate in on-call rotations for after-hours support.
- Collaborate with project teams to deliver technical solutions.
- Ensure adherence to service-level agreements and provide timely updates to clients.
- Maintain detailed documentation of issues and resolutions in ticketing systems.
- Continuously improve technical knowledge and stay up to date with new tools and best practices.
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 and communicate effectively via phone.
- Flexibility to participate in on-call rotations.
Preferred Qualifications:
- Familiarity with endpoint protection platforms and Managed Detection and Response solutions.
- Experience with email filtering solutions and RMM tools.
- Previous experience in MSP environments.
Working Conditions:
- Remote work
- Graveyard Schedule
- 8:00am - 5:00pm CST
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