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Connect4Talent
Level 2 Support Engineer
Career Insights for Technical Support Engineer / Analyst
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Scorecard
Based on Virginia data
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What they do
A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
$59,502 / year median in Virginia
+1% projected growth
Job Description
Level 2 Support Engineer About the Role Our client is an IT Managed Service Provider (MSP) looking to add an experienced Level 2 Support Engineer to join their client support team. In this role, you'll troubleshoot and resolve a wide range of technical issues, support client infrastructure, and serve as an escalation resource for issues that require more experience than their Level 1 team can provide. This is a great opportunity for someone who has built a solid foundation in IT support and is ready to take on more complex troubleshooting, greater client responsibility, and exposure to a broad range of technologies. As an MSP, you'll work across multiple client environments and industries — which means variety, continuous learning, and plenty of opportunities to expand your technical skills. This Hybrid role will be based out of their Fairfax, VA office. What You'll Do
- Troubleshoot and resolve Level 2 support requests across a variety of client environments
- Serve as an escalation resource for Level 1 technicians and help them work through more complex technical issues
- Support and administer Windows Server, Active Directory, Group Policy, DNS/DHCP, and Microsoft 365 environments
- Manage Microsoft 365 administration, including users, licensing, Exchange Online, Teams, SharePoint, MFA, and security settings
- Troubleshoot desktops, laptops, servers, applications, printers, and other end-user technology
- Diagnose and resolve networking issues involving firewalls, VPNs, switches, wireless networks, and connectivity
- Support virtualization environments including VMware and/or Hyper-V
- Monitor and troubleshoot backup and disaster recovery systems and respond to alerts or failures
- Work with endpoint security, patching, antivirus/EDR, and other cybersecurity tools used across client environments
- Assist with technical projects including hardware and software deployments, Microsoft 365 migrations, workstation and server upgrades, new user/site setups, and infrastructure improvements
- Perform new user onboarding and offboarding, including account creation, permissions, licensing, and equipment configuration
- Identify recurring technical issues and work with senior engineers to develop longer-term solutions
- Communicate directly with clients to understand issues, explain resolutions, and keep them informed throughout the support process
- Document troubleshooting steps, client environment information, changes, and resolutions in the PSA/ticketing system
- Create and maintain technical documentation and knowledge-base articles
- Participate in an after-hours on-call rotation for critical client issues
- Escalate highly complex issues to Level 3 engineers when appropriate, providing clear documentation of troubleshooting already performed What You Bring
- 3+ years of hands-on IT support experience, with experience working in a Managed Service Provider (MSP) environment strongly preferred
- Strong troubleshooting skills across Windows desktops and servers
- Hands-on experience with Active Directory, Group Policy, DNS/DHCP, and Microsoft 365 administration
- Working knowledge of Microsoft Azure/Entra ID and cloud-based environments
- Solid networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, firewalls, switches, and wireless networking
- Experience supporting virtualization technologies such as VMware and/or Hyper-V
- Familiarity with backup/disaster recovery and endpoint security solutions
- Ability to troubleshoot technical issues independently while knowing when and how to escalate
- Experience working with a ticketing or PSA system and documenting work accurately
- Strong organizational skills and the ability to manage multiple client issues and priorities
- Excellent communication skills and the ability to explain technical concepts in plain language to non-technical users
- A service-oriented mindset and genuine interest in helping clients solve problems
- A desire to continue learning and developing your technical skills Nice to Have
- Previous experience working for an MSP
- Relevant certifications such as CompTIA A+/Network+/Security+, Microsoft certifications, Cisco CCNA, or similar
- Experience with MSP tools such as ConnectWise, Autotask, Datto, Kaseya, NinjaOne, or similar platforms
- Experience supporting SonicWall, Fortinet, Cisco, Meraki, or similar networking technologies
- Exposure to Azure administration and cloud migrations
- PowerShell or other scripting/automation experience
- Exposure to cybersecurity and compliance frameworks such as HIPAA, CMMC, or NIST Location Northern Virginia (Fairfax area) Hybrid environment Salary range $75,000 - $85,000