L2 IT Engineer - Escalation Specialist

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

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.