Level 2 Engineer – Technical Services

Level 2 Engineer – Technical Services

Presenting the Level Two role at Medicus IT, where we’re taking IT support to the next level. You’ll spearhead the implementation of customer‑facing cloud environments, on‑premise infrastructure, and telephony systems, all while delivering world‑class client experiences daily. Not only will you resolve escalated service tickets with finesse, but you’ll also provide guidance for aging and complex issues, ensuring minimal disruption to our clients’ operations.

Your expertise will shine as you mentor and coach our Technicians and Level One team members, elevating our support capabilities to new heights.

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
• Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary
• Serve as an escalation point to mentor and coach Technicians and Level One team members
• Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software
• Work with vendor representatives to resolve software and hardware issues
• Install and/or upgrade Microsoft Windows Server Operating Systems
• Perform advanced virus, malware and ransomware mediation
• Provide professional quality server room cable management
• Responsible for creating and maintaining high quality, detailed documentation
• Resolve backup issues and perform restore testing
• Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper‑V environments
• Work with clients to harden security posture through policy and advanced technologies according to Medicus IT standards and processes
• Communicate with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed upon outages
• Take part in after‑hours shifts
• On‑call rotation as needed – must have a minimum of six months experience at MIT and supervisor approval before joining rotation
• Accountable for continued customer satisfaction and coordinate all activities with the client, assist with client training while representing MIT professionally
• Occasionally perform on‑site technical and customer service support if asked or if unable to resolve remotely, which may include:
• Emergency or unscheduled repair of clients’ on‑site technical systems and equipment
• Replacement of technical systems and equipment
• Network switch and server room cable management
• Diagnose, troubleshoot, repair, or debug complex technical and computer systems and software
• Perform cleanup of client network closets including labeling, removal of unneeded equipment, and updating internal knowledge base documentation
• Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
• Exhibit adaptability and willingness to alter shifts and job requirements to meet the needs of clients and MIT
• Comply with all safety requirements, including but not limited to completing all required training and following all guidance provided in MIT policies, procedures, field guidelines, reporting requirements and technical advisories
• Lead teams of Technicians and Level One team members on standard projects (e.g. system migrations, virtual server configurations, server and firewall installations, office setups and moves, VPN tunnel configurations)
• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Follow Medicus IT’s defined processes, policies, service delivery standards
• All other duties assigned

• Associate’s degree in technology related field or equivalent combination of education and work experience
• Minimum of 3+ years as a Systems Engineer or similar role, working in Microsoft environments
• Required certifications:
  Network+, Server+, MS‑102 and AZ‑800 or equivalent
• Complete other technical and…