Position Summary

The Engineer 2 is a technical resource within the Managed IT Services organization responsible for supporting, maintaining, and improving customer IT environments. This role supports on-premises, cloud, and hybrid environments and serves as an escalation point for technical issues that require advanced troubleshooting and independent problem solving. Engineer 2 team members are expected to independently resolve the majority of infrastructure, cloud, networking, and systems-related issues while partnering with senior engineers on highly complex projects and escalations.

Infrastructure, Cloud & Hybrid Support

• Support and troubleshoot on-premises, cloud, and hybrid IT environments.
• Install, configure, maintain, and troubleshoot Windows Server environments utilizing current Microsoft-supported server platforms.
• Support Active Directory and Microsoft Entra ID environments, including hybrid identity solutions.
• Administer and support Microsoft 365 and Google Workspace environments.
• Support VMware and Hyper-V virtualization environments.
• Support Azure infrastructure and cloud services.
• Maintain and troubleshoot backup, disaster recovery, and business continuity solutions.
• Troubleshoot networking issues involving TCP/IP, DNS, DHCP, VPN, VLAN, routing, switching, wireless, and WAN technologies.
• Support servers, storage, virtualization, identity, and cloud infrastructure across customer environments.
• Independently diagnose and resolve the majority of infrastructure, cloud, networking, and systems-related incidents without direct supervision.

Security & Identity

• Support and promote security best practices across customer environments.
• Configure and troubleshoot Microsoft Defender, endpoint protection, identity security, Conditional Access, MFA, and related security technologies.
• Assist with security reviews and remediation of identified vulnerabilities and risks.
• Participate in security-focused projects and infrastructure improvements.
• Follow established security standards, procedures, and compliance requirements.
• Identify security concerns and recommend remediation opportunities to senior engineers and leadership.

Automation & Operational Efficiency

• Develop and maintain PowerShell scripts and other technical automations that improve operational efficiency and reduce manual effort.
• Identify repetitive technical tasks that can be streamlined through automation.
• Assist in improving technical processes, workflows, and service delivery procedures.
• Support implementation of new tools, integrations, and operational improvements.
• Utilize AI-assisted and automation technologies where appropriate to improve productivity and customer outcomes.

Problem Management & Service Improvement

• Troubleshoot recurring technical issues and identify potential root causes.
• Assist in developing and implementing solutions that prevent recurring issues.
• Identify trends in customer environments and communicate findings to senior engineers and leadership.
• Work with Service Desk, Engineering, Security, and Operations teams to resolve ongoing technical challenges.
• Recommend technical improvements based on observed risks, inefficiencies, and recurring support issues.
• Document solutions, procedures, and lessons learned to strengthen organizational knowledge.

Technical Support & Projects

• Serve as an escalation resource for Service Desk and Engineer 1 team members.
• Troubleshoot and resolve moderately complex technical issues.
• Independently execute assigned project workstreams, technical implementations, and infrastructure changes.
• Participate in infrastructure, cloud, security, migration, modernization, and lifecycle management projects.
• Collaborate with Engineer 3 team members on complex projects, architecture initiatives, and major customer engagements.
• Follow established engineering standards, deployment methodologies, and best practices.
• Provide technical guidance, mentoring, and knowledge sharing to Engineer 1 team members.
• Communicate technical information clearly and professionally to customers, vendors, and internal teams.

What You Bring

• 4+ years of Information Technology experience, including hands-on experience supporting servers, networks, cloud platforms, and business applications.
• Experience supporting on-premises, cloud, and hybrid environments.
• Strong troubleshooting and analytical problem-solving skills.
• Experience independently managing escalated technical support issues.
• Experience participating in and delivering technical project work.
• Strong customer service and communication skills.
• Ability to work independently while understanding when escalation is appropriate.
• Ability to identify opportunities for automation and operational improvement.
• Ability to document technical issues, solutions, procedures, and recommendations.

Technical Expertise

Strong Working Knowledge Of

• Microsoft 365
• Microsoft Entra ID
• Active Directory
• Windows Server
• Azure Cloud Services
• VMware and/or Hyper-V
• Google Workspace
• Exchange Online
• SharePoint Online
• Microsoft Teams
• Microsoft Intune
• Backup and Disaster Recovery Solutions
• Identity and Access Management
• Endpoint Security Technologies
• LAN/WAN Networking
• VPN Technologies
• DNS and DHCP
• PowerShell

Preferred Experience

• Hybrid cloud environments
• Azure infrastructure
• Security best practices and remediation activities
• PowerShell scripting and automation
• Managed Services environments
• AI-assisted IT and automation tools
• Infrastructure migrations and modernization projects

Preferred Certifications

• Microsoft Certified: Azure Administrator (AZ-104)
• Microsoft 365 Certifications
• CompTIA Network+
• CompTIA Security+
• VMware Certified Professional (VCP) or equivalent virtualization experience
• Relevant Microsoft, cloud, networking, virtualization, or security certifications

Success In This Role

• A successful Engineer 2: Independently resolves the majority of infrastructure, cloud, networking, and systems-related support issues.
• Serves as a reliable escalation resource for Service Desk and Engineer 1 team members.
• Successfully delivers assigned project work and technical implementations.
• Maintains strong technical expertise across Microsoft, cloud, networking, virtualization, and security platforms.
• Identifies recurring issues and contributes to long-term solutions.
• Develops automation that improves efficiency and reduces manual effort.
• Recommends improvements based on observed risks, inefficiencies, and support trends.
• Communicates effectively with customers and internal teams.
• Escalates appropriately when issues exceed established technical or business risk thresholds.
• Continually develops technical expertise and contributes to the growth of the engineering organization.