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Level 2 IT Support Engineer

Allierad LLC
  • Houston, TX
    Today

    Job Description

    Job Description

    Job Description
    One of Houston's leading Managed Service Providers (MSPs) is seeking a motivated, customer-focused Level 2 IT Support Engineer to join our growing team. We're looking for an IT professional who enjoys troubleshooting technical issues, delivering exceptional customer service, and expanding their technical knowledge in a fast-paced Managed Services environment.

    As a Level 2 Engineer, you will provide advanced desktop, server, cloud, and network support to our clients while collaborating with senior engineers to resolve more complex technical issues.

    What You'll Do

    • Deliver exceptional customer service and ensure every client interaction meets or exceeds expectations.
    • Accurately document ticket time, work performed, and technical findings.
    • Maintain clear and detailed documentation of client environments and support activities.
    • Install, configure, and troubleshoot VoIP telephone systems.
    • Deploy and support business continuity and disaster recovery solutions.
    • Administer and troubleshoot Microsoft 365 and Google Workspace environments.
    • Install, configure, and troubleshoot desktop and laptop hardware.
    • Support Windows Server environments, including Active Directory, file sharing, user administration, and basic server maintenance.
    • Troubleshoot workstation, network, cloud, and connectivity issues.
    • Escalate complex technical issues appropriately while maintaining ownership of the client experience.
    • Prioritize multiple service requests in a fast-paced environment.
    • Learn new technologies through research, training, and hands-on experience.
    • Communicate technical concepts clearly to non-technical users.
    • Collaborate with teammates, share knowledge, and contribute to continuous improvement.
    • Participate in the on-call rotation to provide after-hours support as scheduled.
    Qualifications

    Required Experience

    • 3–5 years of IT help desk or technical support experience, preferably in a Managed Service Provider (MSP) environment.
    • Experience supporting:
    • Windows desktop operating systems
    • Microsoft 365 and Google Workspace
    • Windows Server environments
    • Active Directory and Group Policy
    • Backup and disaster recovery solutions
    • VPN connectivity
    • Endpoint security and antivirus platforms
    • Working knowledge of:
    • Cisco switching
    • VLANs
    • Basic routing
    • Firewall administration
    • Exposure to Microsoft Azure and/or Amazon Web Services (AWS) is preferred.
    Preferred Certifications

    Candidates with one or more of the following certifications are encouraged to apply:

    • Microsoft Certified Professional (MCP)
    • Microsoft Certified IT Professional (MCITP)
    • Cisco CCNA
    • CompTIA A+
    • CompTIA Network+
    • Apple certifications
    Equivalent certifications and relevant experience will also be considered.

    What We're Looking For

    • Strong troubleshooting and problem-solving skills.
    • Excellent customer service and communication abilities.
    • Dependable, organized, and detail-oriented.
    • Ability to work independently while collaborating with a team.
    • Eagerness to learn new technologies and develop technical expertise.
    • Positive attitude with a commitment to delivering outstanding client service.
    Additional Requirements
    • Ability to lift and move computer equipment weighing up to 50 pounds.
    • Reliable transportation.
    • Ability to commute to our Houston office.

    • Education
    • Bachelor's degree preferred.

    • Language
    • English (Required)

    • Schedule
    • Full-time (40+ hours per week)
    • Monday-Friday
    • 9-hour shift (8 work hours plus a 1-hour lunch)
    • Rotating on-call schedule, including occasional weekends
    Work Location: In person (Houston, TX 77066)

    Salary: commensurate with experience and qualifications

    Numbers & Facts

    LocationHouston, TX

    Skills

    • Amazon Web Services (AWS)unmatched
    • Antivirusunmatched
    • Appleunmatched
    • Business Supportunmatched
    • CCNA - Cisco Certified Network Associateunmatched
    • Cisco Switchesunmatched
    • Cloud Computingunmatched
    • Communication Skillsunmatched
    • CompTIA A+unmatched
    • CompTIA Network+unmatched
    • Computer Workstationsunmatched
    • Continuous Improvementunmatched
    • Customer Experienceunmatched
    • Customer Relationsunmatched
    • Customer Support/Serviceunmatched
    • Data Recoveryunmatched
    • Desktop Hardwareunmatched
    • Desktop PCunmatched
    • Detail Orientedunmatched
    • Disaster Recoveryunmatched
    • Documentationunmatched
    • Endpoint Securityunmatched
    • English Languageunmatched
    • Establish Prioritiesunmatched
    • Firewall Administrationunmatched
    • Help Deskunmatched
    • Identify Issuesunmatched
    • Laptop Hardwareunmatched
    • MCITP - Microsoft Certified IT Professionalunmatched
    • Maintenance Servicesunmatched
    • Microsoft Active Directoryunmatched
    • Microsoft Product Familyunmatched
    • Microsoft Windows Azureunmatched
    • Microsoft Windows Desktopunmatched
    • Microsoft Windows Operating Systemunmatched
    • Microsoft Windows Serverunmatched
    • Network Administration/Managementunmatched
    • Network Supportunmatched
    • On Callunmatched
    • Organizational Skillsunmatched
    • Problem Solving Skillsunmatched
    • Security Infrastructureunmatched
    • Server Maintenanceunmatched
    • Server Supportunmatched
    • Technical Deliveryunmatched
    • Technical Researchunmatched
    • Technical Supportunmatched
    • VLAN (Virtual Local Area Network)unmatched
    • VPN (Virtual Private Network)unmatched
    • VoIP (Voice over IP)unmatched

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