Level 2 IT Support Engineer Focused Technologies Cuyahoga Falls, OH Job Details Full-time $50,000 - $70,000 a year 5 hours ago Benefits Internet reimbursement Mileage reimbursement Health insurance 401(k) Paid time off 401(k) matching Professional development assistance Flexible schedule Retirement plan Qualifications Computer Science Windows Driver's License CompTIA Network+ Desktop administration Associate's degree CompTIA A+ Information Technology Full Job Description Level 2

IT Support Engineer Salary:

$50,000-$70,000 per year, depending on experience About Focused Technologies At Focused Technologies, we help our clients get the most from their technology by keeping their IT environments secure, reliable, and running smoothly, allowing them to focus on delivering value to their customers instead of dealing with IT problems. Our Level 2 IT Support Technicians provide advanced technical support to our clients while serving as an escalation resource for Level 1 technicians. Level 2 technicians are expected to independently resolve a broad range of endpoint, Microsoft 365, server, network, and application issues while recognizing when an issue requires escalation to a Level 3 engineer. Our core values guide how we work: Respect the customer. Empower each other. Strive for success. This position is ideal for an experienced IT support professional who has developed a strong technical foundation and wants to continue growing into systems administration, networking, cybersecurity, and infrastructure engineering. Key Responsibilities As a Level 2 IT Support Technician, you will be expected to: Take ownership of client issues from initial assignment through resolution, including providing timely updates, setting appropriate expectations, coordinating next steps, and following through to ensure issues are fully resolved and the client is informed. Build strong client relationships by communicating technical issues and solutions clearly, professionally, and proactively, while ensuring clients understand the status and next steps for their requests. Independently troubleshoot and resolve technical issues escalated from Level 1 technicians. Provide remote and on-site technical support to client users. Troubleshoot Windows desktop and laptop hardware, operating systems, applications, printers, peripherals, and related issues. Administer and troubleshoot Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, MFA, and user accounts. Perform common Active Directory and Entra ID administrative tasks, including user accounts, groups, permissions, password issues, and device-related problems. Troubleshoot Group Policy, DNS, DHCP, file shares, NTFS permissions, and common Windows Server issues. Diagnose network connectivity problems involving TCP/IP, DNS, DHCP, Wi-Fi, switches, VLANs, firewalls, and VPNs. Troubleshoot common email delivery, spam, authentication, and Microsoft 365 issues. Support backup and disaster-recovery systems, including reviewing backup failures and performing file or system restores. Review and respond to alerts generated by remote monitoring, endpoint security, backup, and other management platforms. Support endpoint security technologies, MFA, email security, and other client security controls. Install, configure, replace, and troubleshoot workstations, laptops, servers, network equipment, and other client technology. Assist Level 3 engineers with server, network, Microsoft 365, security, and infrastructure projects. Perform defined project work independently when the scope and technical approach have been established. Coordinate with software vendors and other third parties to resolve client issues. Properly document client environments, configurations, troubleshooting steps, and resolutions. Identify recurring issues or deficiencies within client environments and bring them to the attention of senior technical staff. Assist Level 1 technicians with troubleshooting and provide guidance when appropriate. Communicate technical issues and solutions clearly to clients and other team members. Participate in an on-call rotation and occasionally perform scheduled evening or weekend work. What We're Looking For A successful Level 2 technician should be capable of independently resolving most day-to-day technical issues without requiring step-by-step assistance.

You should:

Have strong troubleshooting skills and be comfortable investigating problems where the solution is not immediately obvious. Understand the fundamentals of how endpoints, servers, networks, Microsoft 365, identity, and business applications interact. Know how to research an unfamiliar problem rather than immediately escalating it. Understand the difference between resolving the symptom of a problem and identifying its underlying cause. Recognize when an issue exceeds your technical knowledge or presents significant risk and should be escalated. Be comfortable working directly with clients and explaining technical issues in understandable terms. Take ownership of assigned tickets and follow them through to resolution. Document your work clearly enough that another technician can understand what was done and why. Be organized and capable of prioritizing multiple client issues. Be interested in continuously developing your technical skills. Work effectively both independently and as part of a technical team. Required Technical Knowledge Candidates should have working knowledge and hands-on experience with several of the following: Windows 10 and Windows 11 Windows Server Active Directory Group Policy DNS and DHCP NTFS and file-share permissions Microsoft 365 administration Exchange Online Microsoft Entra ID / Azure AD Microsoft Teams, SharePoint, and OneDrive MFA and identity troubleshooting TCP/IP networking Subnetting fundamentals VLAN concepts Firewalls and VPNs Managed switches and wireless networking Server virtualization Backup and disaster-recovery technologies Endpoint security / EDR technologies Remote Monitoring and Management (RMM) platforms Remote end-user support Prior experience working for an MSP or supporting multiple independent business environments is strongly preferred. Preferred Experience Additional experience in the following areas is beneficial: Microsoft Intune Microsoft Azure Conditional Access Hyper-V or VMware Firewall administration Managed network switches Email security SPF, DKIM, and DMARC Security awareness and endpoint security technologies PowerShell Server and workstation deployments Microsoft 365 migrations Business application support Education and Experience We value demonstrated technical ability and experience over a specific educational path.

Preferred qualifications include:

Approximately 3-5 years of IT support, help desk, systems administration, or MSP experience , or equivalent demonstrated technical ability. Experience independently troubleshooting Windows, Microsoft 365, networking, and common server-related issues. Previous experience receiving escalations from junior technicians is beneficial. A bachelor's or associate degree in Information Technology, Computer Science, or a related field is beneficial but not required. Relevant Certifications Relevant certifications may include: CompTIA A+ CompTIA Network+ CompTIA Security+ Microsoft 365 certifications Microsoft Azure certifications Cisco CCNA or equivalent networking certifications Certifications are beneficial but are not a substitute for demonstrated technical ability. Additional Requirements Valid State of Ohio driver's license. Reliable transportation for client on-site work. Ability to travel to client locations primarily throughout Northeast Ohio. Ability to participate in an on-call rotation. Ability to occasionally perform scheduled work outside normal business hours.

Benefits Focused Technologies offers:

Health insurance 401(k) 401(k) matching Paid time off Professional development assistance Mileage reimbursement Internet and cellphone stipends Flexible scheduling Primarily work-from-home environment

Position Details Job Type:

Full-time Salary:

$50,000-$70,000 per year, depending on experience and demonstrated technical ability

Typical Schedule:

Monday through Friday, with participation in an on-call rotation and occasional scheduled evening or weekend work.

Work Environment:

Primarily remote, with on-site work at client locations as needed.

Job Type:

Full-time Pay:

$50,000.00 - $70,000.00 per year

Benefits:

401(k) 401(k) matching Flexible schedule Health insurance Paid time off Professional development assistance Retirement plan

Education:

Associate (Preferred)

License/Certification:

Driver's License (Required) CompTIA A+ (Preferred) CompTIA Network+ (Preferred)

Location:

Cuyahoga Falls, OH 44221 (Preferred)

Work Location:

Hybrid remote in Cuyahoga Falls, OH 44221