Position Description - Level 2 Field Support Engineer (Service Desk)

Our company is a leading technology solutions and managed services provider with a focus on cloud-based solutions for clients in regulated industries. We are currently seeking a skilled and motivated Level 2 Field Support Engineer to join our team. In this role, you will provide exceptional IT support to our clients, both remotely and on-site. You will work closely with our service desk engineers to troubleshoot and resolve complex technical issues, while also mentoring junior technicians.

Key Responsibilities:

• Serve as the primary point of contact for all service requests from customers.
• Diagnose and resolve hardware and software configuration issues.
• Provide top-tier escalation support for complex tickets.
• Mentor and train junior Level 1 technicians.
• Perform on-site visits for troubleshooting and necessary changes.
• Build and maintain strong relationships with clients through clear communication and prompt follow-up.
• Continuously improve customer service and satisfaction.
• Work collaboratively in a team environment.
• Escalate service requests that cannot be scheduled within agreed service levels.

Requirements:

• Minimum of 2 to 3 years of experience in IT Service Desk and/or on-site support, with Level 2 proficiency.
• Previous experience with a Managed Service Provider (MSP) is preferred.
• Excellent customer service skills.
• Strong problem-solving and critical thinking abilities.
• Effective verbal and written communication skills.
• Proficiency with Windows 10 and 11, macOS, Windows Server environments, Active Directory, Group Policy, and Office 365.
• Familiarity with Azure Platform, Azure Virtual Desktop, and Azure Active Directory.
• Knowledge of LAN/WAN/Wireless networks, including switches, routers, access points, and firewalls (experience with Fortinet FortiGate and HP is a plus).
• Experience with remote desktop services, network printers and scanners, cable management, backup solutions, video conferencing, and audio/video equipment.
• Familiarity with ConnectWise and IT Glue is a plus.
• Knowledge of MS Intune/Mobile Device Management.
• Ability to create technical documentation.
• Bachelor's degree in IT or equivalent work experience.
• Microsoft Certifications and other IT-related certifications are a plus.
• Past experience with a Managed Service Provider (MSP) is a plus.

If you are a self-motivated individual with a passion for providing exceptional IT support, we invite you to join our team. We offer competitive compensation and benefits packages. Please apply if you are located within or around the San Francisco, CA area and possess a valid driver's license for on-site visits.

Note: The company name and specific locations have been omitted to ensure anonymity.

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