Level 2 IT Support Engineer

Focused Technologies is hiring a Level 2 IT Support Engineer to independently resolve escalated client issues end-to-end, from investigation through resolution.

Responsibilities

• Own client tickets from assignment through resolution, including timely status updates, expectation-setting, coordinating next steps, and ensuring clients are informed once issues are resolved.
• Provide clear, professional communication to clients about technical problems, solutions, and the status/next steps for their requests.
• Troubleshoot and resolve escalated technical issues received from Level 1 technicians.
• Deliver both remote and on-site support to client users.
• Troubleshoot Windows desktop and laptop hardware, operating systems, applications, printers, peripherals, and related user environment issues.
• Administer and troubleshoot Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, MFA, and user accounts.
• Perform Active Directory and Microsoft Entra ID (Azure AD) administrative tasks such as user accounts, groups, permissions, password issues, and device-related problems.
• Troubleshoot Group Policy, DNS, DHCP, file shares, NTFS permissions, and common Windows Server issues.
• Diagnose network connectivity problems involving TCP/IP, DNS, DHCP, Wi-Fi, switches, VLANs, firewalls, and VPNs.
• Troubleshoot email delivery and Microsoft 365 email issues, including spam, authentication, and related problems.
• Support backup and disaster-recovery systems, including reviewing backup failures and completing file or system restores.
• Review and respond to alerts from remote monitoring, endpoint security, backup, and other management platforms.
• Support endpoint security technologies and related controls including MFA and email security.
• Install, configure, replace, and troubleshoot workstations, laptops, servers, network equipment, and other client technology.
• Assist Level 3 engineers with server, network, Microsoft 365, security, and infrastructure project work.
• Complete defined project work independently once scope and technical approach are established.
• Coordinate with software vendors and other third parties to resolve client issues when needed.
• Document client environments, configurations, troubleshooting steps, and final resolutions.
• Spot recurring issues or deficiencies in client environments and escalate to senior technical staff.
• Assist Level 1 technicians with troubleshooting and guidance as appropriate.
• Participate in an on-call rotation and occasionally perform scheduled evening or weekend work.

Requirements

• Strong troubleshooting skills, including investigating problems where the solution is not immediately obvious.
• Understanding of how endpoints, servers, networks, Microsoft 365, identity, and business applications interact.
• Ability to research unfamiliar problems instead of immediately escalating.
• Clear understanding of the difference between resolving symptoms and identifying underlying causes.
• Ability to recognize when issues exceed your technical scope or present significant risk and should be escalated.
• Comfort working directly with clients and explaining technical topics in understandable terms.
• Ownership of assigned tickets through completion and follow-through to resolution.
• Clear documentation so another technician can understand what was done and why.
• Organization and prioritization skills for multiple concurrent client issues.
• Interest in continuous technical skill development.
• Ability to work independently and as part of a technical team.
• Working hands-on experience with several of the following:
  • Windows 10, Windows 11
  • Windows Server
  • Active Directory
  • Group Policy
  • DNS, DHCP
  • NTFS and file-share permissions
  • Microsoft 365 administration
  • Exchange Online
  • Microsoft Entra ID / Azure AD
  • Microsoft Teams, SharePoint, OneDrive
  • MFA and identity troubleshooting
  • TCP/IP networking
  • Subnetting fundamentals
  • VLAN concepts
  • Firewalls and VPNs
  • Managed switches and wireless networking
  • Server virtualization
  • Backup and disaster-recovery technologies
  • Endpoint security / EDR technologies
  • Remote Monitoring and Management (RMM) platforms
  • Remote end-user support
• Valid State of Ohio driver’s license and reliable transportation for on-site client work.
• Ability to travel to client locations primarily throughout Northeast Ohio.
• Ability to participate in an on-call rotation.
• Ability to occasionally perform scheduled work outside normal business hours.

Technologies

• Microsoft 365, Exchange Online, Microsoft Teams, SharePoint, OneDrive
• MFA, Active Directory, Microsoft Entra ID, Azure AD
• Group Policy, DNS, DHCP, NTFS, Windows Server
• TCP/IP, Wi-Fi, VLAN, firewalls, VPNs
• Backup and disaster-recovery technologies
• Endpoint security, EDR technologies
• Remote Monitoring and Management (RMM) platforms
• Windows 10, Windows 11, Remote end-user support
• Microsoft Intune, Microsoft Azure, Conditional Access
• Hyper-V, VMware
• Email security, SPF, DKIM, DMARC
• PowerShell
• Cisco CCNA
• CompTIA A+, CompTIA Network+, CompTIA Security+
• Microsoft 365 certifications, Microsoft Azure certifications

Preferred Experience

• Microsoft Intune
• Microsoft Azure
• Conditional Access
• Hyper-V or VMware
• Firewall administration
• Managed network switches
• Email security
• SPF, DKIM, and DMARC
• Security awareness and endpoint security technologies
• PowerShell
• Server and workstation deployments
• Microsoft 365 migrations
• Business application support

Education and Experience

• Approximately 3–5 years of IT support, help desk, systems administration, or MSP experience, or equivalent demonstrated technical ability.
• Experience independently troubleshooting Windows, Microsoft 365, networking, and common server-related issues.
• Previous experience receiving escalations from junior technicians is beneficial.

Relevant Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 certifications
• Microsoft Azure certifications
• Cisco CCNA or equivalent networking certifications

Benefits

• Health insurance
• 401(k)
• 401(k) matching
• Paid time off
• Professional development assistance
• Mileage reimbursement
• Internet and cellphone stipends
• Flexible scheduling
• Primarily work-from-home environment

Position Details

• Job Type: Full-time
• Salary: $50,000–$70,000 per year (depending on experience and demonstrated technical ability)
• Typical Schedule: Monday through Friday; participation in an on-call rotation; occasional scheduled evening or weekend work
• Work Environment: Primarily remote with on-site client support as needed
• Work Location: Hybrid remote in Cuyahoga Falls, OH 44221