(On-Site) Level 2 Engineer

Hawaiian Breeze Solutions; Hawaii; On-site; USD 65,000 - 90,000; Full time

Job summary

Hawaiian Breeze Solutions is seeking a Level 2 Engineer to provide advanced technical support across client environments in a fast-paced MSP setting. You will serve as an escalation point for Level 1 technicians and collaborate with senior engineers, service coordination, and service management to deliver timely resolutions.

The ideal candidate is organized, client-focused, and ready to handle multiple client infrastructures with strong communication and problem-solving skills in Hawaii.

Qualifications

• 2+ years IT support or systems administration experience preferred.
• Ability to troubleshoot escalated issues and communicate clearly with clients.

Responsibilities

• Troubleshoot and resolve escalated service requests and incidents.
• Support Windows desktop, server, and Microsoft 365 environments.
• Configure and maintain networking, VPN, firewall, wireless, backup, and endpoint security systems.
• Perform routine maintenance, patching, and system health checks.
• Complete small to mid-sized projects and assist on larger implementations.
• Maintain accurate documentation and daily time entries.
• Communicate professionally with clients regarding updates, timelines, and next steps.
• Take ownership of assigned tickets through resolution.
• Follow company standards, operational procedures, and security best practices.

Skills

Windows troubleshooting

Customer service

Organization

Multitasking

Tools

Active Directory

Microsoft 365

TCP/IP DNS DHCP VPN

Fortinet

Ubiquiti

SonicWall

Job description

The Level 2 Engineer is responsible for advanced technical support, escalated troubleshooting, maintenance, and small project execution across client environments. This role serves as an escalation point for Level 1 technicians and works closely with senior engineers, service coordination, and service management to deliver timely and effective support.

The ideal candidate is technically capable, organized, client-focused, and able to operate effectively in a fast-paced MSP environment supporting multiple client infrastructures.

Responsibilities

• Troubleshoot and resolve escalated service requests and incidents
• Support Windows desktop, server, and Microsoft 365 environments
• Configure and maintain networking, VPN, firewall, wireless, backup, and endpoint security systems
• Perform routine maintenance, patching, and system health checks
• Complete small to mid-sized projects and assist on larger implementations
• Maintain accurate documentation and daily time entries
• Communicate professionally with clients regarding updates, timelines, and next steps
• Take ownership of assigned tickets through resolution
• Follow company standards, operational procedures, and security best practices

Technical Requirements

• Strong troubleshooting skills across Windows environments
• Working knowledge of:
• Active Directory
• Microsoft 365
• TCP/IP, DNS, DHCP, and VPN technologies
• Routers, switches, firewalls, and wireless infrastructure
• Backup and disaster recovery solutions
• Endpoint protection, MFA, and security best practices
• Experience with Fortinet, Ubiquiti, SonicWall, Sophos, WatchGuard, or similar platforms preferred
• MSP experience preferred

Qualifications

• 2+ years of IT support or systems administration experience preferred
• Strong communication, organization, and customer service skills
• Ability to manage multiple priorities in a fast-paced environment
• Ability to work independently while collaborating effectively within a team environment