Level 2 Support Engineer

7 days ago


Miami, United States HC-Resource Full time

HC-Resource is looking for a Level 2 Support Engineer to join a growing MSP providing support for small businesses in Miami. This position will be exposed to many different scenarios, and end-user support experience is mandatory.

Typical Duties and Responsibilities: 

  • Deploy, maintain, and troubleshoot Windows servers, domain controllers and workstations
  • Office 365/Sharepoint/Exchange Online administration
  • Setup, maintain & troubleshoot virtualization technologies (VMware/Hyper-V)
  • Deploy, maintain, and troubleshoot network routers, switches and firewalls
  • Demonstrate strong customer service skills to provide phone support
  • Listening to the customer to gain an accurate understanding of the situation
  • Producing accurate, detailed documentation at the client, problem and incident level
  • Focus on customer satisfaction and service delivery quality
  • Answer inbound calls/requests in a timely fashion
Technical Skill Requirements:
  • Strong Windows 10/11 support knowledge
  • Ability to explain technical concepts in simple terms to customers
  • Working knowledge of intermediate networking concepts (such as DHCP, VLAN, STP, and DNS
  • Working knowledge of Active Directory
  • Working knowledge of Entra
  • Working knowledge of NTFS/Share permissions
  • Working knowledge of O365 user administration
  • Intermediate understanding of firewalls and firewall rule
  • Strong analytical ability to diagnose and troubleshoot technical issues
  • Ability to narrow down connectivity issues regarding network, share folder access, or internet access
  • MAC background a plus
  • Proficiency in Microsoft Office products
Other Requirements:
  • Reliable transportation and the ability to visit client sites as needed
  • Bilingual in English and Spanish highly preferred


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