Level 2 ICT Support Engineer
Core
Provide Level 2 technical support for escalated hardware, software, network, cloud, and Microsoft 365 issues within a managed services environment.
Role type
Level 2 ICT Support Engineer (Managed Services)
Builds
IT support services for enterprise and government customers
Domain
IT Services / Managed Services
Required skills
Windows/macOS administration, networking, server infrastructure, Microsoft 365, cloud technologies, troubleshooting, incident management, documentation, mentoring
Preferred skills
MSP experience, ITIL certification, Azure, Fortinet, Meraki, Intune, coaching
Technologies
Windows, macOS, Microsoft 365, Azure, Fortinet, Meraki, Intune, Microsoft Teams
Responsibilities
Investigate and resolve complex technical issues escalated from Level 1, maintain accurate documentation and knowledge base articles, mentor Level 1 Support Engineers, manage Level 1 tickets when needed, monitor customer environments to prevent operational impact, assist with project deployments and service improvement initiatives
Seniority
Mid-level, hands-on IC