IT Support Engineer; Level 2​/Level 3

We're hiring an IT Support Engineer (Level 2 / Level
3) on behalf of our client, a Managed IT Services provider that runs day-to-day IT operations for a portfolio of US business clients. The client already has a 24/7 Level 1 support desk, and they're now strengthening their team with an experienced engineer who takes on the issues that go beyond first-line support.

You'll handle escalations from Level 1, troubleshoot complex problems across workstations, Microsoft 365, identity, networking, servers, and virtual desktops, and own them through to resolution. You'll also help the Level 1 team get better: sharing knowledge, improving runbooks and knowledge-base articles, and making sure recurring issues get fixed at the root.

The role is fully remote and works during US business hours, in close daily contact with US-based users and colleagues. It's a great fit if you're past the helpdesk stage, enjoy getting to the bottom of tricky problems, and want broad hands-on exposure to many client environments.

• Take ownership of escalated tickets from the Level 1 team and drive them through to resolution
• Troubleshoot Windows hardware, OS, applications, printing, peripherals, performance, and connectivity issues
• Troubleshoot Microsoft 365 apps, including Outlook, Teams, One Drive, SharePoint, and Office desktop applications
• Diagnose email delivery, mailbox, calendar, authentication, VPN, DNS, DHCP, Wi-Fi, LAN, and Internet connectivity issues
• Find and fix root causes rather than relying on temporary workarounds
• Recognize business-critical issues and prioritize by business impact
• Escalate architecture-level, high-risk, or widespread issues to senior engineering with complete documentation

• Administer and troubleshoot Microsoft 365, Entra , Exchange Online, Teams, SharePoint Online, One Drive for Business, and Intune
• Manage user onboarding and offboarding, account administration, and license assignment
• Resolve complex password, authentication, MFA, and access issues
• Administer groups, distribution lists, and shared mailboxes
• Troubleshoot Exchange Online, device enrollment, compliance, Conditional Access, Entra join, and hybrid identity
• Configure and deploy Windows workstations and business applications
• Perform software upgrades, patch remediation, and Windows Update troubleshooting
• Manage devices using RMM and endpoint management platforms
• Investigate endpoint security alerts and coordinate escalation when needed
• Diagnose endpoint health with remote tools, command-line utilities, Event Viewer, and Power Shell

• Administer and troubleshoot Windows Server, Active Directory, Group Policy, DNS, DHCP, file and print services, NTFS permissions, Hyper-V, VMware, backup systems, and network infrastructure
• Manage AD accounts and groups, investigate lockouts, check services and event logs, manage file permissions, and respond to monitoring alerts
• Handle virtual machine administration, verify backup jobs, and investigate backup failures
• Escalate complex infrastructure changes that may affect security, availability, or data integrity
• Troubleshoot user access to Omnissa Horizon virtual desktops, including Horizon Client connectivity and authentication
• Diagnose session, performance, display, audio, USB, printing, and peripheral issues in virtual desktops
• Troubleshoot user profile, Outlook, One Drive, Microsoft 365, and application issues in persistent or assigned VDI desktops
• Verify desktop availability and perform remediation within approved procedures
• Pinpoint whether a problem comes from the endpoint, network, identity, Horizon platform, Windows VM, user profile, or application
• Escalate Horizon infrastructure, image management, capacity, upgrade, or…