T2 Service Desk Engineer

WEBIT Services•Naperville, IL

3d•$60,000 - $80,000

About The Position

As a Tier 2 Service Desk Engineer, you will serve as the mid-level of technical support within our service desk team. You will handle technical issues, provide guidance, and collaborate with other IT professionals to ensure the delivery of superior IT services. Your role will involve troubleshooting advanced issues, mentoring junior staff, and participating in project work, if needed.

Requirements

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

Nice To Haves

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

Responsibilities

Resolve technical issues, ensuring timely and effective resolution, including but not limited to: Virtualization (VMware & Hyper-V), Backup systems and Storage, Network and Security (Firewall Systems, Router and Switches etc.), Active Directory and O365 Administration.
Support advanced system administration tasks, including server management, network configuration, and security implementations on Windows Servers 2008-2022 (AD, AZURE AD, DNS, DHCP, Online Exchange/ 0365).
Collaborate with project teams to assist with IT projects for clients.
Provide guidance and training to Tier 1 support staff, fostering a culture of continuous learning and improvement.
Communicate effectively with clients to understand their technical needs, provide updates, and ensure satisfaction with services rendered.
Maintain detailed and accurate documentation of technical solutions, procedures, and client interactions.
Conduct regular system audits, performance tuning, and preventive maintenance to ensure optimal system performance and reliability.
Lead the response to major incidents, including identification, resolution, and post-incident review to prevent recurrence.
Implement and manage security measures to protect client data and systems from threats and vulnerabilities.