Level 2 Support Engineer
Miami, FL
Full Time
Information Technology
Mid Level
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:
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
- 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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