Level II Service Engineer

Progressive Computer Systems; Burlington (NC); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Progressive Computer Systems is seeking a Managed Services Level 2 Engineer in North Carolina. The role involves high-level technical support, working with Level 1 and Level 3 engineers, and ensuring client environments run securely and efficiently.

You will troubleshoot desktops/servers, manage tickets with your Pod, assist escalations, monitor environments, and create detailed documentation. Hybrid work with travel to client sites is required.

Qualifications

• 2+ years IT support or MSP experience.
• Experience supporting Windows desktop and server environments.
• Familiarity with enterprise email administration.

Responsibilities

• Provide advanced technical support for desktops, servers, networking, backups, email, and related systems.
• Work with Pod team to manage tickets, projects, and ongoing support needs.
• Assist Level 1 engineers with escalated issues and collaborate with Level 3 engineers on complex tasks.
• Proactively monitor client environments and resolve issues before they escalate.
• Create and maintain documentation for client environments and system changes.
• Support server infrastructure, including physical and virtual environments.
• Perform user and group administration, file permissions, backup checks and restores, and event log reviews.
• Manage enterprise email environments, including user setup, aliases, permissions, and mail forwarding.
• Attend regular Pod meetings to review ticket status and client needs.
• Assist with recurring maintenance tasks like updates, backups, security reviews, and preventative maintenance.
• Communicate clearly with clients and teammates to schedule work and ensure a great support experience.
• Continue developing skills through training and knowledge-sharing.

Skills

Windows support

TCP/IP

DNS

VPN

Firewalls

Network switching

VLANs

Citrix

Email administration

Documentation

Troubleshooting

Communication

Job description

We're looking for a Managed Services Level 2 Engineer who enjoys solving problems, helping people, and being part of a team that works closely together. In this role, you'll provide high-level technical support to clients, work alongside Level 1 and Level 3 engineers within your Pod, and play an important part in keeping client environments running smoothly, securely, and efficiently.

This is a great opportunity for someone who likes a mix of hands-on troubleshooting, proactive maintenance, client communication, and continuous learning.

What You'll Do

• Provide advanced technical support for client issues involving desktops, servers, networking, backups, email, and related systems
• Work closely with your Pod team to manage tickets, projects, and ongoing support needs
• Assist Level 1 engineers with escalated issues and collaborate with Level 3 engineers on more complex technical tasks
• Proactively monitor client environments and resolve issues before they become larger problems
• Create and maintain documentation for client environments, procedures, and system changes
• Support server infrastructure, including physical and virtual environments
• Perform user and group administration, file permission changes, backup checks and restores, and event log review
• Help maintain enterprise email environments, including user setup, aliases, permissions, and mail forwarding
• Participate in regular Pod meetings to review ticket status, projects, updates, and client needs
• Assist with recurring maintenance tasks such as update reviews, spam reporting, backup procedures, executive reporting, security reviews, and annual preventative maintenance
• Communicate clearly with clients and teammates to schedule work and ensure a great support experience
• Continue developing your skills through training, certifications, and knowledge-sharing with fellow engineers
• Travel to client sites as needed to provide hands-on technical support and troubleshooting throughout Orange, Alamance, Guilford, and Danville counties.

What We're Looking For

• Experience supporting Windows desktop and server environments
• Working knowledge of TCP/IP, DNS, VPN connectivity, routers, firewalls, and wireless technologies
• Experience with network switching, VLANs, routing, backup and recovery, antivirus, and server hardware
• Familiarity with Terminal Services, Citrix, and enterprise email administration
• Ability to troubleshoot efficiently, think critically, and know when to escalation
• Strong communication skills, especially when explaining technical issues to non-technical users
• A dependable team player who enjoys helping others and takes pride in quality work
• Ability to stay organized, manage multiple priorities, and adapt in a fast-paced environment
• At least 2 years of relevant IT support or managed services experience
• At least one certification preferred; certifications such as MCP, MCITP, CCNA, CCDA, CCNP, or Network+ are a plus
• Must live within the local service area and be able to reach client sites in Orange, Alamance, Guilford, and Danville counties within 20-30 minutes for onsite support.

Why Join Us?

We're a company that values teamwork, problem-solving, and great client service. You'll be part of a supportive environment where learning is encouraged, collaboration is part of the daily routine, and your work truly makes a difference for the businesses we support. If you want a role where no two days look exactly the same and where you'll keep growing technically and professionally, we'd love to connect.

Full-time

Monday-Friday

On-call rotation required

Travel to client locations as needed in Orange, Alamance, Guilford, and Danville Communitities

Hybrid position with WFH, in office, and at client site work required