Level II Service Engineer

Managed Services Level 2 EngineerWe're looking for a Managed Services Level 2 Engineer who enjoys solving problems, helping people, and being part of a team that works closely together. In this role, you'll provide high-level technical support to clients, work alongside Level 1 and Level 3 engineers within your Pod, and play an important part in keeping client environments running smoothly, securely, and efficiently.This is a great opportunity for someone who likes a mix of hands-on troubleshooting, proactive maintenance, client communication, and continuous learning.What You'll DoProvide advanced technical support for client issues involving desktops, servers, networking, backups, email, and related systemsWork closely with your Pod team to manage tickets, projects, and ongoing support needsAssist Level 1 engineers with escalated issues and collaborate with Level 3 engineers on more complex technical tasksProactively monitor client environments and resolve issues before they become larger problemsCreate and maintain documentation for client environments, procedures, and system changesSupport server infrastructure, including physical and virtual environmentsPerform user and group administration, file permission changes, backup checks and restores, and event log reviewHelp maintain enterprise email environments, including user setup, aliases, permissions, and mail forwardingParticipate in regular Pod meetings to review ticket status, projects, updates, and client needsAssist with recurring maintenance tasks such as update reviews, spam reporting, backup procedures, executive reporting, security reviews, and annual preventative maintenanceCommunicate clearly with clients and teammates to schedule work and ensure a great support experienceContinue developing your skills through training, certifications, and knowledge-sharing with fellow engineersTravel to client sites as needed to provide hands-on technical support and troubleshooting throughout Orange, Alamance, Guilford, and Danville counties. What We're Looking ForExperience supporting Windows desktop and server environmentsWorking knowledge of TCP/IP, DNS, VPN connectivity, routers, firewalls, and wireless technologiesExperience with network switching, VLANs, routing, backup and recovery, antivirus, and server hardwareFamiliarity with Terminal Services, Citrix, and enterprise email administrationAbility to troubleshoot efficiently, think critically, and know when to escalateStrong communication skills, especially when explaining technical issues to non-technical usersA dependable team player who enjoys helping others and takes pride in quality workAbility to stay organized, manage multiple priorities, and adapt in a fast-paced environmentAt least 2 years of relevant IT support or managed services experienceAt least one certification preferred; certifications such as MCP, MCITP, CCNA, CCDA, CCNP, or Network+ are a plusMust live within the local service area and be able to reach client sites in Orange, Alamance, Guilford, and Danville counties within 20-30 minutes for onsite support.Why Join Us?We're a company that values teamwork, problem-solving, and great client service. You'll be part of a supportive environment where learning is encouraged, collaboration is part of the daily routine, and your work truly makes a difference for the businesses we support. If you want a role where no two days look exactly the same and where you'll keep growing technically and professionally, we'd love to connect.Position DetailsFull-timeMonday-FridayOn-call rotation requiredTravel to client locations as needed in Orange, Alamance, Guilford, and Danville CommunititiesHybrid position with WFH, in office, and at client site work requiredBenefitsCompetitive compensation401(k) with matchingHealth, dental, and vision insuranceHealth savings accountFlexible spending accountLife insurancePaid time offParental leave