IT Support Engineer, Level 2 (onsite/WFH)- Lyra Technology Group
Core
Senior IT support engineer acting as the sole technical resource for multiple client sites, resolving complex Level 2 issues and managing on-site hardware/networking tasks.
Role type
Senior Level 2 IT Support Engineer
Builds
Production IT support services for enterprise clients
Domain
Managed Service Provider (MSP) / Enterprise IT Infrastructure
Deliverable
Production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Level 2 IT support, hardware configuration, networking troubleshooting, Microsoft environments, customer communication, independent onsite work, travel management
Preferred skills
MSP environment experience, senior technical escalation, process improvement, knowledge sharing
Technologies
Microsoft technologies, network equipment, hardware systems
Responsibilities
Own and resolve Level 2 technical issues from escalation to resolution; Troubleshoot and configure network equipment, systems, and hardware; Support hardware-related relocations, installations, and configuration activities; Travel between multiple client sites; Lead customer communication during complex technical issues; Proactively identify recurring issues and technical risks; Maintain strong ticket ownership and documentation; Support knowledge sharing and provide technical guidance to the team; Contribute to documentation and process improvements.
Seniority
Senior, hands-on IC