Level 2 Technical Support Engineer (36243)
- Ottawa, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- Approximately 5+ years of professional IT support or infrastructure experience
- Posting language
- English
- Posted
Original job description
Our client, an established Ottawa-based managed technology services organization, is looking for a Level 2 Technical Support Engineer to join its growing technical team.
This role is suited to an experienced technical support professional who is comfortable troubleshooting infrastructure, Microsoft environments, networking and end-user issues within a fast-paced MSP environment.
The successful candidate should bring approximately five or more years of hands-on technical support experience and be capable of handling issues beyond traditional Level 1 help desk support.
Key Responsibilities
This role is suited to an experienced technical support professional who is comfortable troubleshooting infrastructure, Microsoft environments, networking and end-user issues within a fast-paced MSP environment.
The successful candidate should bring approximately five or more years of hands-on technical support experience and be capable of handling issues beyond traditional Level 1 help desk support.
Key Responsibilities
- Provide Level 2 technical support across client environments
- Troubleshoot Windows workstation, server, network and infrastructure issues
- Support Microsoft 365 and Microsoft infrastructure environments
- Diagnose and resolve escalated technical support tickets
- Support Active Directory, user access, permissions and related services
- Assist with virtualization environments including Hyper-V
- Troubleshoot networking, connectivity and firewall-related issues
- Support endpoint, hardware and software issues
- Work with senior infrastructure engineers on migrations, upgrades and technical projects
- Document technical issues, resolutions and client environments
- Escalate complex issues appropriately while remaining accountable for resolution
- Communicate professionally with users and client stakeholders
- Work across multiple customer environments in an MSP setting
- Approximately 5+ years of professional IT support or infrastructure experience
- Strong Level 2 troubleshooting capability
- Windows desktop and Windows Server experience
- Microsoft 365 administration and support experience
- Active Directory knowledge
- Working knowledge of virtualization technologies such as Hyper-V
- Strong networking fundamentals including TCP/IP, DNS, DHCP, VPNs and basic routing
- Familiarity with firewalls and network security technologies
- Experience supporting multiple client environments preferred
- Strong problem-solving and troubleshooting skills
- Ability to work independently while knowing when to escalate
- Strong communication and customer service skills
- Hyper-V experience
- Sophos, Fortinet or pfSense exposure
- Proxmox or Linux experience
- Azure, Entra ID and Intune exposure
- MSP experience
- PowerShell or other scripting experience
- Relevant Microsoft, CompTIA, networking or security certifications
More about this job
Responsibilities
Provide Level 2 technical support across multiple client environments, resolving escalated Windows, Microsoft 365, infrastructure, networking, and endpoint issues. Document resolutions, communicate with clients, and collaborate with senior engineers on migrations, upgrades, and technical projects.
Requirements
Candidates should have approximately five or more years of IT support or infrastructure experience, strong Level 2 troubleshooting skills, and experience with Windows, Microsoft 365, Active Directory, virtualization, and networking. They should be able to work independently, escalate appropriately, and communicate effectively with users and client stakeholders.
Skills
- Level 2 Technical Support
- Windows Desktop and Server
- Microsoft 365
- Active Directory
- Hyper-V
- Networking
- TCP/IP
- DNS
- DHCP
- VPNs
- Firewalls
- Troubleshooting
- Endpoint Support
- Customer Service
- PowerShell
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Engineering
Keywords
- Managed Technology Services
- Managed Service Provider
- Level 2 Support
- Windows Workstations
- Windows Server
- Microsoft 365
- Microsoft Infrastructure
- Active Directory
- Hyper-V
- TCP/IP
- DNS
- DHCP
- VPN
- Routing
- Firewalls
- Network Security
- Endpoint Support
- Hardware Support
- Software Support
- Virtualization
- Sophos
- Fortinet
- pfSense
- Proxmox
- Linux
- Azure
- Entra ID
- Intune
- PowerShell
- Technical Documentation