Senior Level 2 Support Desk Engineer

Job Description

Job Description

SUMMARY OF POSITION

The Senior Level 2 Support Desk Engineer is responsible for delivering advanced technical support to end users, managing complex escalations, and ensuring a high level of service quality across the support desk. This role acts as a bridge between Level 1 support and more advanced engineering teams, handling escalated tickets, performing root cause analysis, and maintaining system stability. The ideal candidate has a solid foundation in IT systems, excels in problem solving, and communicates with clarity and professionalism.

KEY RESPONSIBILITIES

• Respond to and resolve escalated technical support requests
• Troubleshoot hardware, software, and network issues across various platforms
• Document solutions and update ITGlue knowledge base articles
• Assist in system maintenance, updates, and user account management
• Develops and maintains knowledge and skills in technical and professional areas
• Implement technical solutions to complex problems submitted by clients and collaborate with senior engineers to escalate when necessary
• Serve as an escalation point for Level 1 and Junior Level 2 support desk engineers
• Mentor and guide Level 1 and Junior Level 2 engineers to strengthen team capability
• Provide quality assurance review of new and existing software products
• Manage complex issues related to servers, virtualization platforms, networking infrastructure, security tools, cloud services, and business applications

QUALIFICATIONS

• Minimum of 3 years of experience in IT support or help desk roles with demonstrated progression in responsibility
• Strong understanding of networking, hardware, and business applications
• Able to identify and organize tickets according to priority
• Knowledge and hands-on experience with Windows Servers, Active Directory, Azure AD, Azure MFA, Switches, and Access Points
• Knowledge and experience with VMware vSphere, Microsoft Hyper-V, Exchange, Firewalls, ITGlue, AutoTask PSA, and Datto RMM preferred
• Proven ability to troubleshoot complex issues and provide clear technical guidance to others
• Strong analytical and organizational skills with the ability to manage multiple priorities
• Demonstrated ability in consensus-building and working with a team
• Positive, customer focused attitude with the ability to maintain professionalism under pressure
• Strong verbal and written communication skills
• Ability to modify work schedules and practices to meet job requirements
• Relevant IT certifications such as CompTIA ITF+, A+, Network+, Microsoft MTA or equivalent professional credentials preferred
• Ability to reliably commute to work and to client locations

Bacheler Technologies is a leader in IT outsourcing and managed services. We specialize in IT infrastructure design, implementation, management, and security. Our team is able to apply extensive experience and expertise in delivering integrated customer specific solutions using Microsoft based technologies. We are founded on principles of dedication, professionalism, and customer satisfaction and offer a wide range of IT services, from strategic IT consulting to network management and systems management. Outsourcing IT needs enables organizations to create a more cost-effective and responsive environment. Bacheler Technologies works with your organization to create a low-cost, high-value IT solution that provides a platform for your profitable growth. We help our clients achieve business objectives by delivering solutions to current issues by focusing on key areas such as:
• Network Management
• System Management
• Threat Management
• Backup Strategy
• Budgeting Network Services

Company Description

Bacheler Technologies is a leader in IT outsourcing and managed services. We specialize in IT infrastructure design, implementation, management, and security. Our team is able to apply extensive experience and expertise in delivering integrated customer specific solutions using Microsoft based technologies. We are founded on principles of dedication, professionalism, and customer satisfaction and offer a wide range of IT services, from strategic IT consulting to network management and systems management. Outsourcing IT needs enables organizations to create a more cost-effective and responsive environment. Bacheler Technologies works with your organization to create a low-cost, high-value IT solution that provides a platform for your profitable growth. We help our clients achieve business objectives by delivering solutions to current issues by focusing on key areas such as:\r\n• Network Management\r\n• System Management\r\n• Threat Management\r\n• Backup Strategy\r\n• Budgeting Network Services