What are the responsibilities and job description for the Level 2 Support Engineer position at Divergent IT?
Job Description
Job Description
We are seeking a dedicated and experienced Level 2 Support Engineer to be responsible for providing advanced technical support. You will work closely with level 1 support and operational manager to resolve complex issues and ensure a high level of user satisfaction. This is an in-person position in our office in Matthews. This role is ideal for someone who thrives in a dynamic environment with a supportive and cooperative team. The position requires comprehensive knowledge of hardware, software, networking, and VoIP.
In person position.
Benefits :
Holidays off and no weekends worked.
Good Work-Life balance
Retirement plan after 6 months of employment
401K Company Matched
Desired Attributes and Experience
Customer Service Mentality
Must like helping people
Experience in Windows 10 / 11 / Android / IOS / Mac
Troubleshooting Windows Systems
Software installation and troubleshooting
Managing user accounts, file permissions and shares from Windows servers
Administrating and troubleshooting Microsoft 365 tenant’s user accounts creation and managing accounts
Microsoft Tenant Setup & Migrations
Troubleshooting and managing Sharepoint, Teams and One Drive Troubleshooting Network related issues
Troubleshooting email flow
Threat mitigation and response using various tool sets and endpoint detection and response agent.
Remote maintenance and monitoring tool set.
Servers / Laptops / Workstations / Tablets
Documentation – Keeping detailed records of troubleshooting steps.
Ability to work unsupervised
Ability to handle multiple priorities
Attention to detail
Time conscious. Must discern
Networking :
Understanding of LAN / WAN and Wi-Fi issues
Routers / Firewalls / WAN / LAN / SDWAN
Installation / Configuration / Troubleshooting
Switches / NAS / Access Points / Printers
Low Voltage optional
Ticketing Systems
Familiarity with PSA like ConnectWise, Autotask or similar.
Soft Skills
Problem-Solving – Quickly diagnosing and resolving technical issues.
Communication – Explaining solutions clearly to non-technical users
Time Management – Handling multiple support tickets effectively
Customer Service – Patience and professionalism in user interactions.
Integrity – Do what you say you are going to do.
Responsibilities and Duties
Provide remote customer support for hardware, software, network connectivity, and troubleshooting.
Support and resolve issues with Active Directory (AD) / Entra AD, Hosted VoIP systems, Microsoft 365 and Microsoft Windows systems.
Assist with backup and recovery processes and maintain update schedules.
Configure, maintain, and troubleshoot networking equipment (modems, routers, switches, and firewalls) (Cisco Meraki and Aruba product lines).
Communicate and present technical solutions clearly during customer-facing video conferences.
Education / Competencies
High-school diploma or equivalency (GED)
College degree preferred.
A / Net / Microsoft Certs / are a plus
Previous data center or management experience is a plus.
3-6 years of experience preferred.
Requirements
Valid Driver’s License and ability to drive to customer locations when required.
US Citizenship, or proper eligibility to work in the US.
Able to lift up to 50 pounds.
Company Description
Divergent IT is a service driven organization committed to delivering solutions to our client's needs. We are a small team of driven individuals.
Company Description
Divergent IT is a service driven organization committed to delivering solutions to our client's needs. We are a small team of driven individuals.
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