Level 2 / Level 3 Engineer

Job Description

Job Description

Help Desk Technician – Level 2 / Level 3

Hybrid / On-site / Remote (as applicable)

Employment Type - Full-Time

About Us:

ETS Technology Services is a growing Managed Service Provider (MSP) delivering proactive IT support and consulting services to small and mid-sized businesses. Our team values accountability, continuous learning, and delivering exceptional customer experiences. This role is ideal for a hands-on IT professional who enjoys problem-solving, working directly with clients, and supporting a wide range of technologies.

Role Overview:

The Level 2 / Level 3 Help Desk Technician provides advanced technical support to end-users across multiple client environments. This role escalates issues from Level 1, resolves complex technical problems, assists with projects, and plays a key role in maintaining client satisfaction and operational efficiency.

Key Responsibilities:

Technical Support

· Provide Level 2 and Level 3 support for desktops, laptops, servers, cloud services, and network infrastructure

· Troubleshoot and resolve complex hardware, software, and connectivity issues

· Serve as an escalation point for Level 1 technicians

· Support Windows and macOS environments, including user and device management

· Manage and resolve tickets within defined SLAs using an ITSM/ticketing system

Systems & Infrastructure

· Administer Microsoft 365 (Exchange, Entra ID/Azure AD, SharePoint, Teams, Intune)

· Support on-prem and cloud-based servers (Windows Server, basic Linux a plus)

· Configure and troubleshoot networking components (firewalls, switches, VPNs, Wi-Fi)

· Assist with backup, disaster recovery, and security solutions

· Monitor and remediate alerts from RMM and security tools

Client & MSP Operations

· Communicate clearly with clients regarding issues, resolutions, and best practices

· Document solutions, procedures, and client environments accurately

· Participate in onboarding new clients and supporting offboarding transitions

· Assist with IT projects such as migrations, deployments, and hardware refreshes

· Recommend improvements to systems, processes, and security posture

Security & Best Practices

· Apply cybersecurity best practices in daily support activities

· Assist with endpoint security, MFA, vulnerability remediation, and compliance efforts

· Escalate security incidents per established procedures

Required Qualifications:

· 3–6+ years of IT support experience (MSP experience strongly preferred)

· Strong troubleshooting skills across hardware, software, and networking

· Proficiency with Microsoft Windows, Microsoft 365, and Active Directory

· Experience supporting multiple clients or environments simultaneously

· Understanding of TCP/IP, DNS, DHCP, VPNs, and firewall concepts

· Excellent communication and customer service skills

· Ability to work independently and manage priorities in a fast-paced environment

Preferred / Nice-to-Have Skills:

· Experience with Azure, Intune, and cloud migrations

· Familiarity with popular MSP tools (RMM, PSA, backup, EDR)

· VoIP system support experience

· Basic scripting experience (PowerShell preferred)

· IT certifications (e.g., CompTIA Network+, Security+, Microsoft, Cisco)

What We Offer

· Competitive salary based on experience

· Opportunities for growth, training, and certification reimbursement

· Exposure to a wide variety of environments and technologies

· Supportive, team-oriented MSP culture

· Paid time off and benefits package (as applicable)