Help desk support specialist network
2 weeks ago
Help Desk Level 2 Engineer Employment Type: Full-Time, Permanent
Location: On-site / Hybrid (as applicable) - Sacramento, California
Position Summary
The Help Desk Level 2 Engineer serves as a primary escalation point for a managed services service desk environment. This role plays a critical part in ensuring high-quality service delivery, operational efficiency, and client satisfaction. The Level 2 Engineer works closely with service desk staff and technical teams to manage escalated support requests, improve service processes, and support a wide range of infrastructure and end-user technologies.
Key Responsibilities
Act as an escalation resource for complex technical issues originating from the Service Desk
Ensure service requests and incidents are resolved efficiently and in alignment with service expectations
Participate in daily team meetings to review, assess, and prioritize tickets and tasks
Collaborate with service desk leadership on ticket assignments and escalated issues
Maintain accurate documentation of systems, solutions, and processes
Communicate clearly with clients regarding issue status, resolution progress, and planned changes
Design, implement, and support IT solutions aligned with client business needs
Provide advanced support for Windows environments, network infrastructure, firewalls, and related technologies
Support and implement disaster recovery and business continuity solutions
Deliver network-level technical support, including LAN/WAN, routing, firewalls, and security
Implement and support remote access solutions such as VPNs, terminal services, and virtual desktops
Contribute to continuous service improvement initiatives
Perform additional duties as needed to support operational continuity
Required Knowledge, Skills, and Abilities
Ability to manage multiple tasks effectively in a fast-paced environment
Strong troubleshooting and problem-solving skills
Advanced knowledge of Microsoft operating systems, productivity applications, and networking fundamentals
Experience supporting antivirus, security, and endpoint protection solutions
Ability to prioritize service requests, escalations, and project work
Strong organizational and time management skills
Excellent written and verbal communication skills
Ability to work independently with minimal supervision
Demonstrated ability to collaborate effectively within a team environment
Commitment to ongoing professional development and staying current with emerging technologies
Ability to document technical processes and procedures clearly and accurately
Business awareness and understanding of how IT solutions support organizational goals
Experience and Education
Minimum of 5 years of progressively responsible technical support experience
Experience supporting complex, multi-site client environments
Advanced Microsoft certifications preferred
Networking and firewall certifications or equivalent hands-on experience (e.g., CCNA or similar)
Virtualization experience and/or certifications preferred
Hands-on experience with relevant tools, systems, and support platforms
Working Conditions
Professional office environment
On-call or after-hours support rotation may be required
Career Growth Opportunities
This role offers advancement opportunities based on performance and experience, which may include:
Systems Engineer
Senior Systems Engineer
Service Management Leadership
IT Leadership or Technical Consulting Roles
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