Position Summary

The Engineer 2 is a technical resource within the Managed IT Services organization responsible for supporting, maintaining, and improving customer IT environments.

This role supports on-premises, cloud, and hybrid environments and serves as an escalation point for technical issues that require advanced troubleshooting and independent problem solving. Engineer 2 team members are expected to independently resolve the majority of infrastructure, cloud, networking, and systems-related issues while partnering with senior engineers on highly complex projects and escalations.

Successful candidates are experienced IT professionals who can troubleshoot complex technical issues, manage technical implementations, participate in projects, contribute to automation efforts, and help improve the reliability, security, and performance of customer environments.

Infrastructure, Cloud & Hybrid Support

• Support and troubleshoot on-premises, cloud, and hybrid IT environments.
• Install, configure, maintain, and troubleshoot Windows Server environments utilizing current Microsoft-supported server platforms.
• Support Active Directory and Microsoft Entra ID environments, including hybrid identity solutions.
• Administer and support Microsoft 365 and Google Workspace environments.
• Support VMware and Hyper-V virtualization environments.
• Support Azure infrastructure and cloud services.
• Maintain and troubleshoot backup, disaster recovery, and business continuity solutions.
• Troubleshoot networking issues involving TCP/IP, DNS, DHCP, VPN, VLAN, routing, switching, wireless, and WAN technologies.
• Support servers, storage, virtualization, identity, and cloud infrastructure across customer environments.
• Independently diagnose and resolve the majority of infrastructure, cloud, networking, and systems-related incidents without direct supervision.

Security & Identity

• Support and promote security best practices across customer environments.
• Configure and troubleshoot Microsoft Defender, endpoint protection, identity security, Conditional Access, MFA, and related security technologies.
• Assist with security reviews and remediation of identified vulnerabilities and risks.
• Participate in security-focused projects and infrastructure improvements.
• Follow established security standards, procedures, and compliance requirements.
• Identify security concerns and recommend remediation opportunities to senior engineers and leadership.

Automation & Operational Efficiency

• Develop and maintain PowerShell scripts and other technical automations that improve operational efficiency and reduce manual effort.
• Identify repetitive technical tasks that can be streamlined through automation.
• Assist in improving technical processes, workflows, and service delivery procedures.
• Support implementation of new tools, integrations, and operational improvements.
• Utilize AI-assisted and automation technologies where appropriate to improve productivity and customer outcomes.

Problem Management & Service Improvement

• Troubleshoot recurring technical issues and identify potential root causes.
• Assist in developing and implementing solutions that prevent recurring issues.
• Identify trends in customer environments and communicate findings to senior engineers and leadership.
• Work with Service Desk, Engineering, Security, and Operations teams to resolve ongoing technical challenges.
• Recommend technical improvements based on observed risks, inefficiencies, and recurring support issues.
• Document solutions, procedures, and lessons learned to strengthen organizational knowledge.

Technical Support & Projects

• Serve as an escalation resource for Service Desk and Engineer 1 team members.
• Troubleshoot and resolve moderately complex technical issues.
• Independently execute assigned project workstreams, technical implementations, and infrastructure changes.
• Participate in infrastructure, cloud, security, migration, modernization, and lifecycle management projects.
• Collaborate with Engineer 3 team members on complex projects, architecture initiatives, and major customer engagements.
• Follow established engineering standards, deployment methodologies, and best practices.
• Provide technical guidance, mentoring, and knowledge sharing to Engineer 1 team members.
• Communicate technical information clearly and professionally to customers, vendors, and internal teams.

What You Bring

• 4+ years of Information Technology experience, including hands-on experience supporting servers, networks, cloud platforms, and business applications.
• Experience supporting on-premises, cloud, and hybrid environments.
• Strong troubleshooting and analytical problem-solving skills.
• Experience independently managing escalated technical support issues.
• Experience participating in and delivering technical project work.
• Strong customer service and communication skills.
• Ability to work independently while understanding when escalation is appropriate.
• Ability to identify opportunities for automation and operational improvement.
• Ability to document technical issues, solutions, procedures, and recommendations.

Technical Expertise

Strong Working Knowledge Of

• Microsoft 365
• Microsoft Entra ID
• Active Directory
• Windows Server
• Azure Cloud Services
• VMware and/or Hyper-V
• Google Workspace
• Exchange Online
• SharePoint Online
• Microsoft Teams
• Microsoft Intune
• Backup and Disaster Recovery Solutions
• Identity and Access Management
• Endpoint Security Technologies
• LAN/WAN Networking
• VPN Technologies
• DNS and DHCP
• PowerShell

Preferred Experience

• Hybrid cloud environments
• Azure infrastructure
• Security best practices and remediation activities
• PowerShell scripting and automation
• Managed Services environments
• AI-assisted IT and automation tools
• Infrastructure migrations and modernization projects

Preferred Certifications

• Microsoft Certified: Azure Administrator (AZ-104)
• Microsoft 365 Certifications
• CompTIA Network+
• CompTIA Security+
• VMware Certified Professional (VCP) or equivalent virtualization experience
• Relevant Microsoft, cloud, networking, virtualization, or security certifications

Success In This Role

A successful Engineer 2:

• Independently resolves the majority of infrastructure, cloud, networking, and systems-related support issues.
• Serves as a reliable escalation resource for Service Desk and Engineer 1 team members.
• Successfully delivers assigned project work and technical implementations.
• Maintains strong technical expertise across Microsoft, cloud, networking, virtualization, and security platforms.
• Identifies recurring issues and contributes to long-term solutions.
• Develops automation that improves efficiency and reduces manual effort.
• Recommends improvements based on observed risks, inefficiencies, and support trends.
• Communicates effectively with customers and internal teams.
• Escalates appropriately when issues exceed established technical or business risk thresholds.
• Continually develops technical expertise and contributes to the growth of the engineering organization.