L2 Engineer

In this role, you will: - Serve as a primary point of contact for complex technical issues, assisting customers via phone, email, and on-site visits. - Mentor and support Level 1 engineers by providing solutions for escalated incidents. - Deliver both remote and in-person support across desktops, servers, networks, cloud platforms, and business applications. - Diagnose and resolve hardware and software issues across varied customer environments. - Install, configure, and maintain IT infrastructure, including devices, operating systems, and applications. - Administer and support Microsoft 365, Azure, Entra ID, Exchange Online, SharePoint, and Teams. - Manage Active Directory, group policies, and user lifecycle processes. - Proactively monitor client systems, respond to alerts, and perform preventative maintenance. - Implement and advise on cybersecurity measures including endpoint protection, MFA, patching, and Zero Trust principles. - Handle service tickets efficiently to ensure incidents, requests, and changes are resolved within agreed SLAs. - Create and maintain detailed technical documentation to support consistency and knowledge sharing. - Conduct root cause analysis to deliver long-term fixes and improve system reliability. - Collaborate with senior engineers and project teams on infrastructure upgrades and implementations. - Provide exceptional customer service with a professional and approachable demeanor. - Stay current with new technologies and continue to maintain relevant technical certifications.