Level 2 Help Desk Engineer

Senior escalation and advanced troubleshooting for complex IT incidents across endpoint, network, and server environments.

Responsibilities

• Own escalated Level 1 tickets and deliver advanced technical support
• Investigate and resolve complex issues across hardware, software, servers, networking, and cloud environments
• Support Active Directory, user account management, and Group Policy workflows
• Troubleshoot in Microsoft 365 and related identity/access environments
• Diagnose issues involving Windows Server, virtualization, and enterprise networks
• Document troubleshooting steps, findings, and resolutions in ticketing systems
• Create and improve SOPs, KB articles, and other support documentation
• Mentor and support Level 1 technicians with escalations and guidance
• Monitor RMM alerts and proactively address system issues
• Maintain SLA compliance and communicate clearly with clients throughout incident handling

Requirements

• 2–3+ years of IT helpdesk or support experience with escalation-level troubleshooting
• Strong working knowledge of Windows OS, plus familiarity with macOS and basic Linux environments
• Networking fundamentals including TCP/IP, DNS, DHCP, VLANs, VPNs, and firewalls
• Hands-on experience with Active Directory, Group Policy, Exchange/Microsoft 365, and Azure AD
• Familiarity with VMware or Hyper-V
• Strong troubleshooting and analytical problem-solving skills
• Excellent communication skills and ability to support both technical and non-technical users

Technologies

• Active Directory
• Group Policy
• Microsoft 365
• Windows Server
• Virtualization
• RMM (including ConnectWise and NinjaRMM)
• Exchange
• Azure AD
• VMware and Hyper-V
• TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls
• macOS and basic Linux
• SOPs, KB articles, ticketing systems

Benefits

• 3 different medical health insurance plans, plus dental and vision insurance
• Voluntary and Long-term disability insurance
• Paid time off, 401k, and holiday pay
• Weekly direct deposit or pay card deposit

Nice to Have

• MSP experience
• Experience with RMM tools such as ConnectWise or NinjaRMM
• IT certifications (e.g., A+, Network+, Security+, Microsoft certifications)
• Apple support experience or Apple certifications
• Vendor-specific certifications

Location: Brentwood, TN (onsite)

Compensation: USD 28–30 per hour

Role context: Senior escalation focus with troubleshooting, mentorship, and customer support excellence; strong opportunity for technical growth into engineering or Level 3 support paths.