L2 IT Helpdesk Engineer
Responsibilities:
• Act as the main point of escalation for issues that move beyond first-line support, driving problems through to resolution with clear updates to stakeholders.
• Diagnose and fix complex technical incidents affecting workstations, connectivity, Microsoft cloud services, and remote support environments.
• Investigate recurring problems to identify underlying causes and recommend practical improvements that reduce repeat service interruptions.
• Oversee support ticket activity to maintain response commitments, prioritize urgent needs, and keep users informed throughout the resolution process.
• Deliver technical assistance to clients through remote sessions and onsite visits in New York, New York as needed.
• Support and administer Microsoft 365 applications and services, including collaboration, email, file sharing, and productivity tools.
• Troubleshoot Windows operating systems, Windows Server platforms, and core infrastructure components in mixed on-premises and cloud-connected environments.
• Assist with Azure administration, hybrid identity functions, endpoint management through Intune, and Windows Autopilot device provisioning.
• Contribute to backup operations, virtualization support, security remediation efforts, and the maintenance of accurate technical documentation.
• Partner with senior engineers on escalated cases and project work while helping coach Level 1 team members through day-to-day technical challenges.
Qualifications:
• At least 3 years of experience in IT support, service desk operations, or desktop support roles.• Demonstrated knowledge of Microsoft 365 administration, including core user support and service troubleshooting.
• Hands-on experience supporting Windows 11, Windows Server, Active Directory, and Group Policy environments.
• Familiarity with Microsoft Azure, Entra ID, and hybrid identity concepts in business IT settings.
• Working understanding of networking principles such as TCP/IP, DNS, DHCP, and general network infrastructure troubleshooting.
• Experience with endpoint administration tools such as Microsoft Intune, Endpoint Manager, or comparable platforms.
• Ability to provide in-person support in New York, New York when required.
• Strong communication, documentation, and customer service skills with the ability to explain technical issues clearly.
Compensation
$80,000.00-$110,000.00 YearlyAbout Us
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