Information Technology Help Desk - Level 2

Location

Phoenix, AZ (Hybrid – Mandatory on-site presence two days a week in North Central Phoenix)

Full-Time, Temp-to-Perm (Up to a 3-month trial period prior to direct full-time conversion)

Monday through Friday, 8:00 AM – 5:00 PM (With occasional on-call weekend rotation requirements)

$32.00 – $36.00 / hour (Based on depth of technical experience)

We are seeking a highly disciplined, process-oriented Level 2 Systems & Network Engineer to manage a fast-paced, multi-tenant engineering queue. This role is designed for a technical professional who balances deep infrastructure troubleshooting with a consultative, low-ego communication style.

The ideal candidate does not rely on engineering shortcuts or undocumented hotfixes. Instead, they understand the critical importance of standard checklists and centralized documentation workflows to deliver consistent, process-driven operational excellence across dozens of unique business network. Previous experience working within a Managed Service Provider (MSP) environment is strongly preferred.

• Multi-Tenant Queue Management
  :
  Actively triage, manage, and resolve a Tier 2 escalation queue, maintaining a daily pacing of 12–15 complex technical ticket resolutions
• Virtualization Project Life cycles
  :
  Spearhead full-scale virtualization initiatives, including physical-to-virtual (P2V) server migrations utilizing VMware ESXi or Hyper‑V hypervisors and custom storage arrays.
• Cloud & Directory Administration
  :
  Manage, provision, and optimize Microsoft 365 tenancies, Google Workspace, Active Directory, and hybrid Azure Active Directory / Entra .
• Network & Perimeter Security
  :
  Deploy, configure, and troubleshoot corporate edge firewalls and network routing paths (including Cisco, Sonic Wall, or Ubiquiti hardware).
• Documentation Ownership
  :
  Author comprehensive, step‑action Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs) to optimize triage workflows and eliminate tracking drift.
• Tier 1 Mentorship
  :
  Act as a technical escalation point and mentor to Tier 1 support technicians, assisting them with complex ticket resolution.

Candidates must possess an active, hands‑on operational understanding of the following specific engineering scenarios including:

• Advanced Mail Flow Diagnostics
  :
  Direct experience checking tenant boundaries and utilizing Exchange Admin Center (EAC) Message Trace systems to verify external mail delivery and diagnose routing blocks.
• Network Gateway Routing Logic
  :
  Fluent understanding of TCP/IP parameters and default gateway configurations to isolate internet connectivity failures from internal subnet routing issues.
• Directory Systems & Policy Enforcement
  :
  Practical command of Windows Group Policy Objects (GPOs) and the command‑line mechanics required to immediately force policy refreshes (gpupdate /force) on local workstations.
• Log Analytics & Identity Auditing
  :
  Ability to parse local Windows Event Logs—specifically locating failed sign‑in anomalies and access events within the Security Log.
• Cryptographic Tunneling
  :
  Hands‑on experience identifying and gathering the specific parameters required to establish secure site‑to‑site VPN tunnels (including public endpoint IPs, Pre‑Shared Keys, and matching Phase 1/Phase 2 encryption parameters).

• MSP Experience
  : 2+ years of direct experience running inside a fast‑paced Managed Service Provider (MSP) ecosystem strongly preferred.
• Total IT Experience
  :
  Minimum of 3–5+ years of progressive technical support and systems administration experience.
• Education & Certifications
  :
  Active industry certifications (e.g., CompTIA Security+, Network+, or Microsoft 365 fundamentals) are highly valued. A degree in Computer Science or Information Technology is a plus.
• Soft Skills
  :
  Exceptional customer care philosophy focused on low‑ego delivery, end‑user reassurance, and translating intricate technical failures into plain English.