T2 Service Desk Engineer

WEBIT Services•Naperville, IL

7d•$60,000 - $80,000

About The Position

As a Tier 2 Service Desk Engineer, you will provide mid-level technical support within the service desk team. You will resolve advanced technical issues, guide junior staff, collaborate with IT professionals, and participate in client IT projects as needed. The role includes supporting virtualization, backup and storage systems, networking and security, Active Directory and Microsoft 365, and Windows server environments. You will also communicate with clients, document solutions and interactions, perform proactive maintenance, lead major incident response, and implement security measures to protect client data and systems.

Requirements

At least 2 years of experience in a technical support role; the posting also specifies at least 2 years in a Tier 2 support capacity.
Working knowledge of Windows and Linux server administration, LAN/WAN networking, VMware and Hyper-V virtualization, AWS and Azure cloud services, and security best practices.
Strong analytical and problem-solving skills, including the ability to handle complex technical issues independently.
Excellent verbal and written communication skills, including explaining technical concepts to non-technical stakeholders.
Strong commitment to customer service and maintaining client relationships.
Ability to work collaboratively and share knowledge effectively.

Nice To Haves

Relevant industry certifications, such as MCSE, CCNA, ITIL, or similar, are highly desirable.

Responsibilities

Resolve mid-level and advanced technical issues, including issues involving VMware and Hyper-V, backup systems and storage, network and security systems, Active Directory, and Microsoft 365.
Support system administration tasks involving server management, network configuration, and security implementations on Windows Server 2008–2022, including Active Directory, Azure AD, DNS, DHCP, and Exchange Online/Microsoft 365.
Collaborate with project teams on client IT projects.
Provide guidance and training to Tier 1 support staff.
Communicate with clients to understand their technical needs, provide updates, and support satisfaction with services.
Maintain accurate documentation of technical solutions, procedures, and client interactions.
Conduct system audits, performance tuning, and preventive maintenance.
Lead major incident response, including identification, resolution, and post-incident review.
Implement and manage security measures to protect client data and systems.