2nd Line IT Support Engineer
Core
Act as a key escalation point for 1st line support, owning incidents, service requests, and changes to resolution for a customer base in an MSP environment.
Role type
2nd Line IT Support Engineer
Builds
IT services and support for multiple customers across Microsoft 365, Windows, and networking domains.
Domain
Managed Services Provider (MSP), IT Infrastructure
Required skills
Microsoft 365, Windows 11/Server, Azure AD/Entra ID, Networking (DNS/DHCP/VPN), Endpoint Security (MFA/Conditional Access), PSA/RMM tools, Root cause analysis
Preferred skills
VoIP, Firewalls (Fortinet/Sophos/Meraki), Backups, IT certifications (Microsoft/CompTIA/ITIL)
Technologies
Microsoft 365, Azure AD, Windows 11, Windows Server, HaloPSA, Autotask, ConnectWise, Intune, Endpoint Manager
Responsibilities
Troubleshoot and resolve escalated incidents across Microsoft 365, Windows, and networking; Manage tickets within SLA targets; Perform scheduled maintenance and patching; Complete regular onsite visits for tier 1 clients; Create and maintain technical documentation; Provide mentoring to 1st line engineers.
Seniority
Mid-level, hands-on IC