L2/L3 Support Engineer

Logoslabs; San Francisco (CA); On-site; USD 85,000 - 120,000; Full time

Job summary

Logoslabs is seeking a Level 2/3 Engineer to provide expert IT support, handling L2/L3 tickets via ConnectWise PSA and Automate, and escalating as needed. The role emphasizes diagnosing intermediate to complex issues, proactive problem-solving, and high-volume ticket handling with quality and efficiency.

You will diagnose, troubleshoot, administer Active Directory, deploy IT equipment, and document each action in Autotask PSA.

Qualifications

• 5+ years of experience in IT support or helpdesk.
• Strong troubleshooting and problem-solving abilities.
• Experience with remote desktop tools and ticketing systems.
• Ability to explain technical issues to non-technical users.
• Familiarity with networking products is a plus.

Responsibilities

• Proactively handle L2/L3 tickets for customer systems.
• Log, maintain, and close IT support tickets in the help desk.
• Administer users and groups in Active Directory.
• Prepare, deploy, and maintain IT equipment.
• Troubleshoot third-party applications and network issues.
• Document updates and improve processes.
• Ensure efficiency while maintaining quality.
• Manage ticket queue with focus on client outcomes.
• Record actions in Autotask PSA.
• Suggest system/workflow enhancements.

Skills

IT Support

Troubleshooting

Remote Desktop Tools

Ticketing Systems

Communication Skills

Networking Basics

Tools

ConnectWise PSA

ConnectWise Automate

IT Glue

M365 Admin Console

M365 Knowledge

Job description

The Level 2/3 Engineer role is a generalised support role in which the role is a mixture of dealing with support request tickets via ConnectWise PSA and Automate, escalated tickets from L1 team members or delegated by the service desk manager. The L2/L3 Support Engineer undertakes diagnosis and troubleshooting for intermediate to complex level issues, and actions basic customer and team member requests. The role requires excellent problem-solving skills, a proactive approach to issue resolution, and the ability to handle a high volume of tickets while maintaining quality and efficiency.

Responsibilities:

• Proactively perform L2/L3 tickets for customer systems.

• Perform service desk tickets logged in Autotask PSA including but not limited to:

• Log, maintain, and complete IT support tickets via the internal help desk platform.

• Administration of users and groups within Active Directory.

• Prepare, deploy, and maintain IT equipment.

• Troubleshooting 3rd party applications.

• Network diagnostics and VLAN creation.

• Assist in documentation management and updating processes and procedures.

• Ensure work is carried out in the most efficient manner without jeopardising quality.

• Manage ticket queue effectively ensuring a strong focus on client outcomes.

• Record actions in Autotask PSA to accurately capture notes.

• Propose enhancements to systems and workflows to drive efficiency.

To be successful in this role, you will have:

• Required Experience/Skills

• Experience / Background / Technical Skills

• 5+ years of experience in an IT support or helpdesk desk role.

• Strong troubleshooting skills: strategic problem solver.

• Experience with remote desktop tools and ticketing systems.

• Ability to explain technical issues to non-technical users in a clear and friendly manner.

• Experience with networking products highly regarded.

• Tools – Essential

• ConnectWise PSA

• ConnectWise Automate

• IT Glue

• M365 Admin Console

• M365 knowledge

• Desirable Skills / Knowledge

• Relevant industry certifications such as: Microsoft and/or Azure

• Familiarity or exposure to networking products is highly regarded

• Experience with Sophos products

• Professional Skills

• Strong verbal and written communication skills

• Excellent customer service skills with a user-focused approach

• Ability to multitask and manage time effectively in a fast-paced environment

• Strong problem-solving and troubleshooting abilities

• Ability to work well in a small collaborative team whilst having the ability to work independently

• You are an individual interested in a long‑term role, eager to train, develop, and grow with the team, and capable of training new members as they join