Responsibilities

• Provide advanced technical support and troubleshooting for hardware, software, and network issues to clients both remotely and on-site.
• Perform system administration tasks including user management, backups, and system monitoring.
• Configure, maintain, and troubleshoot network devices such as switches, routers, firewalls, and VPNs.
• Manage and support virtualization environments (VMware, Hyper-V) and cloud services (Azure).
• Implement and maintain security best practices, including patch management, antivirus, and firewall configurations.
• Assist in the planning, design, and implementation of IT projects and system upgrades.
• Monitor and maintain server and network performance, ensuring high availability and reliability.
• Document technical procedures, configurations, and issue resolutions.
• Collaborate with Level 1 support and other team members to escalate and resolve complex issues efficiently.
• Provide mentorship and guidance to junior engineers and support staff.
• Participate in on-call rotation and respond to emergency support requests as needed.
• Perform any other duties as required by the nature of the role and business needs.

Technical Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 3 years of experience in a Level 2 IT support role.
• Strong knowledge of Windows, macOS client and server operating systems.
• Proficiency in networking concepts, including TCP/IP, DNS, DHCP, VLANs, and VPNs.
• Experience with virtualization technologies (VMware, Hyper-V).
• Familiarity with cloud platforms such as AWS or Azure.
• Experience with Next-Gen Firewalls, such as Watchguard, Fortinet, or others.
• Experience managing Microsoft 365 and Google Suites.