L2 Professional Services Engineer

Job Description:

Level 2 Professional Services Engineer

Position Summary

We are seeking a skilled and client-focused Level 2 Professional Services Engineer to support user and computer onboarding, offboarding, and infrastructure project work for our clients. This role is ideal for a hands-on engineer with experience working directly with end users, deploying workstations, assisting with server installs, and supporting configuration tasks alongside senior engineers.

The Level 2 Professional Services Engineer plays a critical role in delivering smooth client transitions, maintaining professionalism during onsite engagements, and ensuring projects are executed accurately and efficiently.

Key Responsibilities

Professional Services & Project Support

• Assist with client onboarding and offboarding activities, including user provisioning, access setup, and device transitions
• Support server installations, including cabling, and initial configuration
• Assist senior engineers with system configurations, upgrades, and infrastructure changes
• Participate in workstation refresh and deployment projects, ensuring consistency and quality

User & Endpoint Support

• Deploy, configure, and troubleshoot workstations (Windows and macOS)
• Support user profiles, permissions, and data migrations during onboarding/offboarding
• Ensure proper setup of user accounts, email, MFA, and endpoint security tools
• Provide white-glove support to end users during cutovers and transitions

Client-Facing Engagement

• Work directly with clients onsite and remotely, maintaining a professional and calm presence
• Communicate clearly with end users regarding timelines, expectations, and next steps
• Coordinate with internal project managers and service teams to ensure smooth delivery

Documentation & Process

• Document project tasks, configurations, and changes accurately in PSA and documentation systems
• Follow established SOPs and contribute updates when processes evolve
• Ensure proper handoff to Service Desk teams after project completion
• Contribute to the development of standardized technical checklists and documentation.
• Identify potential risks or inefficiencies in project workflows and suggest solutions.
• Assist in post-project reviews to evaluate successes and areas for improvement.

Required Qualifications

• 3-5 years of IT support experience, preferably in an MSP or professional services environment
• Hands-on experience with onboarding/offboarding users, workstation deployments, and profile management
• Experience assisting with server installs (rack and stack) and infrastructure projects
• Strong understanding of Windows OS, Active Directory, and basic networking concepts
• Comfortable working in client environments and communicating directly with end users

Preferred Skills

• Experience with Microsoft 365, Azure AD/Entra , and endpoint management tools
• Familiarity with virtualization platforms (VMware, Hyper-V)
• Experience working with PSA/RMM tools (Connect Wise, Autotask, Datto, etc.)
• Ability to follow project plans and escalate when needed

Professional Competencies

• Strong customer service mindset with a professional demeanor
• Detail-oriented and organized in project execution
• Ability to multitask and adapt in fast-paced client environments
• Team-oriented with a willingness to learn and grow
• Ability to work independently and manage multiple technical tasks effectively.

What Success Looks Like

• Client onboardings and offboardings are smooth, timely, and well-documented
• Workstations and servers are deployed consistently and correctly
• End users feel supported and confident during transitions
• Senior engineers and project managers can rely on accurate execution and communication