L2 Support Engineer

Role Overview

A second-level support role involves diagnosing and resolving complex technical issues that have been escalated from the first level of support. This role requires advanced knowledge of hardware, software, and networks.

What You Will Do

Troubleshoot complex issues, manage support ticket workflows, document solutions, and partner with Tier 1 Technicians to mentor and reinforce knowledge transfer.

Why It Might Be a Fit

The ideal candidate will have strong analytical and problem-solving abilities, excellent communication and customer service skills, and a focused mindset on delivering value-added engagement with end users.

Requirements

• 3–5 years of Help Desk support experience
• 1–2 years in a Tier II capacity within an enterprise environment
• Strong proficiency in Windows Server/Client OS, Active Directory, Azure AD/Microsoft Entra ID, software applications, cloud service platform, network fundamentals, and standard enterprise management tools
• Strong analytical and problem-solving abilities
• Excellent communication and customer service skills
• Ability to manage multiple priorities and work independently