IT Support Engineer, Level 2 – PKCG
Core
Senior escalation point for complex technical issues in infrastructure, networking, and Microsoft 365 environments for AEC industry clients.
Role type
Level 2 IT Support Engineer (MSP)
Builds
Managed IT services, cybersecurity, cloud solutions, and modern workplace technologies for AEC organizations
Domain
IT Services / Architecture, Engineering and Construction (AEC)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Advanced Microsoft 365 administration, Windows/Windows Server management, virtualization (VMware/Hyper-V), networking (DHCP/DNS/VLANs/firewalls/VPNs), backup/recovery (Veeam), endpoint security (Huntress/ThreatLocker), MSP platforms (Halo PSA/Datto/IT Glue), PowerShell, Group Policy, Microsoft Intune
Preferred skills
Experience in MSP or customer-focused environment, troubleshooting, analytical problem-solving, process improvement
Technologies
Halo PSA, Datto, IT Glue, WatchGuard, UniFi, Veeam, Huntress, ThreatLocker, VMware, Hyper-V, Microsoft 365, Windows Server, PowerShell, Microsoft Intune
Responsibilities
Own and resolve complex high-impact technical issues from escalation to resolution; Act as senior escalation point across infrastructure, networking, and Microsoft 365; Lead customer communication during critical incidents; Proactively identify recurring issues and technical risks; Mentor Level 1 support staff; Drive improvements in documentation, automation, and service delivery processes; Maintain SLA performance and ticket health; Participate in after-hours and on-call support
Seniority
Mid-Senior, hands-on IC