Level 2 IT Support Engineer

Allierad LLC•Houston, TX

6d•Onsite

About The Position

One of Houston's leading Managed Service Providers (MSPs) is seeking a motivated, customer-focused Level 2 IT Support Engineer to join our growing team. We're looking for an IT professional who enjoys troubleshooting technical issues, delivering exceptional customer service, and expanding their technical knowledge in a fast-paced Managed Services environment. As a Level 2 Engineer, you will provide advanced desktop, server, cloud, and network support to our clients while collaborating with senior engineers to resolve more complex technical issues.

Requirements

3–5 years of IT help desk or technical support experience, preferably in a Managed Service Provider (MSP) environment.
Experience supporting Windows desktop operating systems
Experience supporting Microsoft 365 and Google Workspace
Experience supporting Windows Server environments
Experience supporting Active Directory and Group Policy
Experience supporting Backup and disaster recovery solutions
Experience supporting VPN connectivity
Experience supporting Endpoint security and antivirus platforms
Working knowledge of Cisco switching
Working knowledge of VLANs
Working knowledge of Basic routing
Working knowledge of Firewall administration
English (Required)

Nice To Haves

Exposure to Microsoft Azure and/or Amazon Web Services (AWS) is preferred.
Microsoft Certified Professional (MCP)
Microsoft Certified IT Professional (MCITP)
Cisco CCNA
CompTIA A+
CompTIA Network+
Apple certifications
Equivalent certifications and relevant experience will also be considered.
Strong troubleshooting and problem-solving skills.
Excellent customer service and communication abilities.
Dependable, organized, and detail-oriented.
Ability to work independently while collaborating with a team.
Eagerness to learn new technologies and develop technical expertise.
Positive attitude with a commitment to delivering outstanding client service.

Responsibilities

Deliver exceptional customer service and ensure every client interaction meets or exceeds expectations.
Accurately document ticket time, work performed, and technical findings.
Maintain clear and detailed documentation of client environments and support activities.
Install, configure, and troubleshoot VoIP telephone systems.
Deploy and support business continuity and disaster recovery solutions.
Administer and troubleshoot Microsoft 365 and Google Workspace environments.
Install, configure, and troubleshoot desktop and laptop hardware.
Support Windows Server environments, including Active Directory, file sharing, user administration, and basic server maintenance.
Troubleshoot workstation, network, cloud, and connectivity issues.
Escalate complex technical issues appropriately while maintaining ownership of the client experience.
Prioritize multiple service requests in a fast-paced environment.
Learn new technologies through research, training, and hands-on experience.
Communicate technical concepts clearly to non-technical users.
Collaborate with teammates, share knowledge, and contribute to continuous improvement.
Participate in the on-call rotation to provide after-hours support as scheduled.