Level 2 Support Engineer

Working Schedule: Monday – Friday, Eastern Standard Time

Work Arrangement: Fully Remote

Salary: $1,800 - $2,000

Employer: An IT Managed Service Provider located in Cambridge, Massachusetts

General Summary:

Level 2 Engineers are strong in all the most common and popular networking technologies. In addition to strong technical aptitudes, backed by at least 1 year of in-the-trenches experience, this person is a good communicator and a person who can manage well when the client is in a pickle and needs strong guidance. The pace and demands in this environment are usually much greater than an "in-house" or enterprise position. This person should be prompt and/or know the importance of communicating next steps and ETAs to clients.

This person should be skillful at pre-project/work-briefings with each client on each project. This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Azure AVD support, cloud infrastructure (M365 or Google Workspace), networking, VPN's, firewalls, backup systems and more. The more truly capable the engineer is in all these areas, the higher the utility value.

Position Responsibilities:

Server Operating Systems

• Troubleshooting

• Configure file, print and remote access services

• Basic administration, including add/remove users and groups, configure file permissions,

check event logs, configure and restore from backup

Enterprise E-mail

• Required: O365

• Installation, configuration and troubleshooting of clients, including remote clients

• Administration of enterprise e-mail applications, including add/remove users and group,

configure folder permissions, forward mail to other accounts, and add aliases.

Workstation

• Required: Windows

• Troubleshooting and configuration

• Configuration of standard email clients including Outlook

• Installation, configuration, troubleshooting and customization of MS Office Suite

applications per customer's preferences

• Solid understanding of and ability to install, configure and test workstation hardware

including video cards, NICs, sound cards, and hard drives.

Other Preferred Technical Knowledge

• Understanding of AI-driven solutions (e.g., automation, analytics, or security

applications.

• Solid understanding of and ability to configure TCP/IP subnetting and troubleshooting

Internet connectivity

• Experience with and understanding of routers and firewalls

• Experience and understanding of AVD, Terminal Services & Citrix

• Understanding of relationship between switches, hubs, patch panels and connecting

nodes to a network

• Understanding of DNS services

• Understanding of High Availability / Load Balancing solutions

Other Considerations

• Advanced understanding of operating systems, business applications and network

systems

• Understanding and quick adoption of support tools, techniques, and how technology is

used to provide IT services

• Working knowledge of HIPAA, NIST CIS and other compliance frameworks

• Good communication with Account Managers and Team Leader with regards to events and changes transpiring at client sites

• Ability to communicate with client at all levels from IT personnel to CxOs and to

understand business issues in context of IT issues

• Ability to pay close attention to detail while performing technically detailed tasks

• Ability to deal effectively with stressful situations

• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members

• Ability to provide accurate time estimates for how long a task will take

• Ability to quickly learn new technologies using self-study materials and intuition

Knowledge, Skills, and Abilities:

• Experience required with Windows desktop operating systems

• Understanding of TCP/IP and troubleshooting Internet connectivity

• Experience with routers and firewalls

• Experience with multiuser technology environments (Remote Desktop Services, Citrix, virtual

desktop infrastructure)

• Understanding of relationship between routers, switches, patch panels and connecting nodes to

a network

• Understanding of DNS services

• Working knowledge of firewall technologies

• Working knowledge of wireless technologies - Controller vs controllerless, mesh technology,

• SSID management, signal encryption, dynamic VLAN, RADIUS authentication

• Working knowledge of security fundamentals – endpoint protection, MFA, EDR/XDR, SOC/SIEM,

phishing, threat management etc.

Credentials and Experience:

• Engineer with two to four years experience

• Minimum 2 years experience – Cisco Switching, VLAN, Routing, Firewalling Support

• Minimum 2 years experience - Mobile device support Android and Apple IOS

• Minimum 2 years experience - Server Hardware Technologies (CPU/RAID/SCSI) Support

• Minimum 2 years experience - Data Backup and Recovery Support, Corporate Antivirus Support,

VPN Connectivity Support

• Has at least one certification. The following certifications are preferred: M365 Foundations or

Associate, CCNA/CCDA/CCNP, Project+, Network+, Security+, Apple

• Solid dependable engineer, follows directions and maximizes billing opportunities

• Consistently receives good client feedback

Benefits:

a. 13th Month pay

b. HMO Allowance

c. SSS/Philhealth/Pag-Ibig Allowance

d. Health & Wellness Allowance