L2 Systems Engineer - Remote

Overview

We are seeking an experienced and motivated Level 2 Support Engineer to join our growing team. This role will provide technical support, troubleshooting, and system administration across a wide range of technologies.

In Short

• Providing Level 2 support to clients via phone, email, and remote tools.
• Acting as an escalation point for L1 engineers and assisting with more complex incidents.
• Troubleshooting and resolving hardware, software, network, and infrastructure issues.
• Managing and monitoring backups, disaster recovery, and security solutions.
• Administering and supporting Microsoft 365 and associated services.
• Supporting and configuring firewalls, switching, and wireless infrastructure.
• Using ConnectWise PSA/RMM tools for ticketing, remote monitoring, and documentation.
• Ensuring tickets are updated, documented, and closed in line with SLAs.
• Proactively monitoring and maintaining client environments.
• Building strong client relationships through professional communication and empathy.

Requirements

• 3+ years in IT support roles (helpdesk, service desk, or technical support).
• Strong background in troubleshooting Windows desktops, servers, and networking.
• Demonstrated experience with Microsoft 365 administration.
• Proven ability to handle escalations and resolve issues independently.
• Previous experience in the MSP (Managed Services Provider) industry.
• Exposure to hospitality industry systems or client support.
• Certifications such as Microsoft (MCSA/Modern Workplace), CompTIA (A+/Network+/Security+), or Sophos certifications.
• ConnectWise PSA/RMM (or similar RMM tools).
• Backup solutions – Altaro, Datto, Backup Radar (or equivalent).
• Sophos firewall and endpoint management.
• Networking fundamentals – switching, WiFi (Unifi products preferred).
• Knowledge of PowerShell scripting or automation.

Benefits

• Excellent English skills - both verbal and written and the ability to talk with clients.
• Strong attention to detail.
• Ability to work autonomously.
• Proven ability to manage and prioritize multiple tasks in a fast-paced environment.
• Ability to adapt and learn quickly with a can-do attitude.
• Effectively manage work and workloads to meet client expectations.
• Willingness to ask questions and seek clarity when needed.