L2 Technical Support Engineer
Permhunt
Date: 3 weeks ago
City: Remote
Contract type: Full time
Remote
Overview:
Our US-based MSP client is seeking a motivated and skilled Technical Support Engineer (Level 2) to provide advanced support for their clients' IT infrastructure. This role requires strong problem-solving skills, attention to detail, and the ability to manage client servers, Fortinet networking equipment, and O365 environments.
Key Responsibilities:
Our US-based MSP client is seeking a motivated and skilled Technical Support Engineer (Level 2) to provide advanced support for their clients' IT infrastructure. This role requires strong problem-solving skills, attention to detail, and the ability to manage client servers, Fortinet networking equipment, and O365 environments.
Key Responsibilities:
- Provide Level 2 technical support for Windows systems and Linux servers.
- Manage client servers, including routine maintenance, troubleshooting, and performance monitoring.
- Support and configure Fortinet networking equipment, ensuring optimal performance and security.
- Respond to network management requests and resolve complex issues in O365 environments.
- Provide support for email filtering services, ensuring clients' email systems remain secure and functional.
- Handle escalations from Level 1 support and assist with more advanced troubleshooting.
- Participate in the on-call rotation (2-person rotation), providing after-hours support as needed.
- Collaborate with project teams to deliver technical solutions for client-specific needs.
- Ensure adherence to service-level agreements (SLAs) and provide timely updates to clients.
- Maintain detailed documentation of issues, troubleshooting steps, and resolutions in ticketing systems.
- Continuously improve technical knowledge, staying up to date with new tools and best practices in networking.
- 3-5 years of experience in technical support or a similar role.
- Strong understanding of Windows 10 and Linux server environments.
- Proficient in networking concepts and hands-on experience with Fortinet equipment.
- Familiarity with Office 365 management and troubleshooting.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong communication skills, with an emphasis on phone-based support.
- Flexibility to participate in the on-call rotation.
- Familiarity with endpoint protection platforms like SentinelOne (EDR) and knowledge of Managed Detection and Response (MDR) solutions, such as BlackPoint Cyber.
- Experience with email filtering solutions.
- Familiarity with remote monitoring and management (RMM) tools.
- Previous experience in a managed services provider (MSP) environment.
- Remote
- Graveyard Schedule
- 8:00am - 5:00pm CST
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