Senior IT Support Engineer (L2/L3) - Troubleshooting

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

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.