Ticketing Systems Engineer Jobs

1 job found

2d ago

Level 2 Help Desk Engineer

Inceed Brentwood, TN

Brentwood, TN

2d ago

$28 - $30/hr Full time Active Directory Cloud Platforms End User Support

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Job Description

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.

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