Level 2 Support Engineer

Level 2 Support Engineer – Trn Digital

Trn Digital is looking to hire a Level 2 Support Engineer to join our growing Managed Services Practice. This role includes supporting client tickers and working on IT projects. The role will handle incoming service tickets/calls related to desktop support, Microsoft 365, and general IT issues. The role demands high responsiveness, professionalism, and problem‑solving abilities. You will be expected to resolve tickets independently, elevate when necessary, and maintain clear communication with clients.

This is a full‑time role based in our Newton office, 5 days per week.

• Troubleshoot escalated Microsoft 365 issues (Exchange Online, Teams Telephony, Purview Compliance, etc.)
• Manage advanced endpoint issues (driver issues, remote provisioning, Bit Locker recovery, etc.)
• Perform root‑cause analysis for recurring issues
• Assist in onboarding/offboarding automation (Intune, Autopilot, etc.)
• Monitor and remediate alerts from RMM tools
• Participate in patching, vulnerability mitigation, and update rollouts
• Assist with calls to the helpdesk and provide remote desktop support
• Build/image laptops for clients based on standard operating procedures

• 4+ years of experience in IT support; MSP experience preferred
• Strong knowledge of Microsoft 365 (Outlook, Teams, SharePoint, Admin Center)
• Familiarity with Active Directory, DNS, DHCP, basic network troubleshooting
• Experience with RMM and PSA tools
• Excellent verbal and written communication skills
• Ability to work independently and prioritize tickets
• High attention to detail and client‑satisfaction focus

• Microsoft 365 Fundamentals or Modern Desktop Administrator Certification
• Experience supporting Intune, Autopilot, or Defender for Endpoint
• Familiarity with scripting (Power Shell) for automation tasks

• Average response time to tickets
• First‑call/first‑touch resolution rate
• Customer Satisfaction (CSAT) feedback scores
• Ticket closure rate within SLA

We’re a niche company specializing in handpicked areas where we can deliver top‑notch quality through our team of full‑stack consultants. We’re nimble, flexible, and have multiple models of engagement that will provide business value at every step.

Mid‑Senior level

Full‑time

Information Technology

Newton, MA