L2 Engineer

e n computers; Waynesboro (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

E‑N Computers in Virginia is seeking a Level 2 Engineer to support day-to-day operations and serve as a primary escalation point for customers. You will work with the Service Manager to ensure contractual obligations are met and pass background checks as required.

The role blends reactive troubleshooting with proactive maintenance, handling complex incidents, managing Microsoft 365, AD, DNS/DHCP, firewalls, and cloud environments in a fast-paced MSP setting.

Qualifications

• 3+ years of technical support experience in MSP/multi-tenant environments.
• Certifications: CompTIA Network+ or Security+, Microsoft 365 Certified, or CCNA.
• Strong proficiency with Windows Server 2016–2022, backup solutions (Veeam, Datto), and PSA/RMM platforms.
• Excellent white-glove client communication and ability to manage multiple priorities.

Responsibilities

• Diagnose and resolve complex Tier 2 hardware, software, and network incidents.
• Administer Microsoft 365 suite and AD, DNS/DHCP, and Group Policy.
• Configure firewalls (Fortinet, SonicWall) and VPNs while upholding security best practices.
• Support Azure or AWS, and manage VMware/Hyper-V virtualization.
• Proactive system maintenance with RMM tools and regular updates.
• Create and maintain technical documentation and SOPs in the knowledge base.

Skills

Communication excellence

Multi-tasking

Escalation handling

Tools

Windows Server (2016–2022)

Veeam

Datto

Halo PSA/RMM

ConnectWise / Autotask

Job description

Level 2 Engineer – Job Description (Rewritten & Polished)

The Level 2 Engineer supports day‑to‑day technical operations across Virginia, serving as a primary point of contact for customers and collaborating closely with the Service Manager to ensure E‑N Computers meets all contractual obligations. This position reports directly to the Service Manager and requires the ability to pass a background check.

The Level 2 Engineer functions as the primary escalation point for the service desk, resolving complex technical incidents that require advanced systems knowledge. The role blends reactive troubleshooting with proactive system maintenance and small‑scale project support for a diverse client base.

Key Responsibilities but not limited to:

• Escalated Ticket Resolution: Diagnose and resolve complex Tier 2 hardware, software, and network incidents escalated from Level 1.
• Infrastructure Management: Administer and maintain Microsoft 365 (Exchange, Teams, SharePoint, Defender, Purview, Sentinel, Intune, and/or Azure), Active Directory, DNS/DHCP, and Group Policy.
• Network & Security: Configure and troubleshoot firewalls (Fortinet, SonicWall), VLANs, and VPN connectivity while adhering to cybersecurity best practices.
• Cloud & Virtualization: Support Azure or AWS environments and manage virtualized platforms such as VMware or Hyper‑V.
• Proactive Maintenance: Use RMM tools to monitor client systems, prevent outages, and apply regular updates.
• Documentation: Create and maintain accurate technical documentation and SOPs within the centralized knowledge base.

Qualifications & Requirements

• Experience: 3+ years of technical support experience, preferably in an MSP or multi‑tenant environment.
• Certifications: CompTIA Network+ or Security+, Microsoft 365 Certified, or CCNA.
• Technical Skills: Strong proficiency with Windows Server (2016–2022), backup solutions (Veeam, Datto), and PSA/RMM platforms such as Halo, ConnectWise, or Autotask.
• Soft Skills: Excellent “white‑glove” client communication, with the ability to manage multiple priorities in a fast‑paced environment.

KPIs for Success

• Resolution Rate: Resolve 90% of escalated tickets within established SLAs.
• SLA Compliance: Maintain high customer satisfaction (CSAT) and strong Net Promoter Scores (NPS).
• Utilization: Achieve an average of 75–85% billable or productive time within the PSA.