IT Support Engineer (Level 2)
Core
Second-line IT support specialist resolving escalated incidents, service requests, and user queries across software, hardware, and network environments to ensure system availability and user satisfaction.
Role type
Level 2 IT Support Engineer
Builds
IT service stability and user productivity across multiple business contracts
Domain
Enterprise IT Support / Managed Services
Deliverable
client delivery
Required skills
Windows OS troubleshooting (10/11, Server), networking (WAN/LAN, switches/routers), Microsoft Dynamics CRM support, Active Directory management, hardware maintenance, incident prioritization, remote and on-site support
Preferred skills
Microsoft technical certifications
Technologies
Microsoft Windows, Microsoft Dynamics CRM, Active Directory, Network Infrastructure
Responsibilities
Troubleshoot escalated incidents from Level 1, resolve Microsoft Windows and CRM issues, investigate WAN/LAN connectivity problems, manage user accounts and phone systems, maintain contract assets (upgrade/install/hardware), monitor service levels and network performance, escalate complex issues to Level 3, liaise with external network providers
Seniority
Mid-level, hands-on IC