Job Description
Job DescriptionOne of Houston's leading Managed Service Providers (MSPs) is seeking a motivated, customer-focused Level 2 IT Support Engineer to join our growing team. We're looking for an IT professional who enjoys troubleshooting technical issues, delivering exceptional customer service, and expanding their technical knowledge in a fast-paced Managed Services environment.
As a Level 2 Engineer, you will provide advanced desktop, server, cloud, and network support to our clients while collaborating with senior engineers to resolve more complex technical issues.
What You'll Do
- Deliver exceptional customer service and ensure every client interaction meets or exceeds expectations.
- Accurately document ticket time, work performed, and technical findings.
- Maintain clear and detailed documentation of client environments and support activities.
- Install, configure, and troubleshoot VoIP telephone systems.
- Deploy and support business continuity and disaster recovery solutions.
- Administer and troubleshoot Microsoft 365 and Google Workspace environments.
- Install, configure, and troubleshoot desktop and laptop hardware.
- Support Windows Server environments, including Active Directory, file sharing, user administration, and basic server maintenance.
- Troubleshoot workstation, network, cloud, and connectivity issues.
- Escalate complex technical issues appropriately while maintaining ownership of the client experience.
- Prioritize multiple service requests in a fast-paced environment.
- Learn new technologies through research, training, and hands-on experience.
- Communicate technical concepts clearly to non-technical users.
- Collaborate with teammates, share knowledge, and contribute to continuous improvement.
- Participate in the on-call rotation to provide after-hours support as scheduled.
Qualifications
Required Experience
- 3–5 years of IT help desk or technical support experience, preferably in a Managed Service Provider (MSP) environment.
- Experience supporting:
- Windows desktop operating systems
- Microsoft 365 and Google Workspace
- Windows Server environments
- Active Directory and Group Policy
- Backup and disaster recovery solutions
- VPN connectivity
- Endpoint security and antivirus platforms
- Working knowledge of:
- Cisco switching
- VLANs
- Basic routing
- Firewall administration
- Exposure to Microsoft Azure and/or Amazon Web Services (AWS) is preferred.
Preferred Certifications
Candidates with one or more of the following certifications are encouraged to apply:
- Microsoft Certified Professional (MCP)
- Microsoft Certified IT Professional (MCITP)
- Cisco CCNA
- CompTIA A+
- CompTIA Network+
- Apple certifications
Equivalent certifications and relevant experience will also be considered.
What We're Looking For
- Strong troubleshooting and problem-solving skills.
- Excellent customer service and communication abilities.
- Dependable, organized, and detail-oriented.
- Ability to work independently while collaborating with a team.
- Eagerness to learn new technologies and develop technical expertise.
- Positive attitude with a commitment to delivering outstanding client service.
Additional Requirements
- Ability to lift and move computer equipment weighing up to 50 pounds.
- Reliable transportation.
- Ability to commute to our Houston office.
- Education
- Bachelor's degree preferred.
- Language
- English (Required)
- Schedule
- Full-time (40+ hours per week)
- Monday-Friday
- 9-hour shift (8 work hours plus a 1-hour lunch)
- Rotating on-call schedule, including occasional weekends
Work Location: In person (Houston, TX 77066)
Salary: commensurate with experience and qualifications