Job Description
The Level 2/3 Engineer role is a generalized support role in which the role is a mixture of dealing with support request tickets via Freshdesk and N-Central RMM, escalated tickets from L1 team members or delegated by the service desk manager. The L2/L3 Support Engineer undertakes diagnosis and troubleshooting for intermediate to complex level issues, and actions basic customer and team member requests.
Responsibilities include performing L2/L3 tickets for customer systems, service desk tickets logged in Freshdesk, administration of users and groups within Active Directory, preparing, deploying, and maintaining IT equipment, troubleshooting 3rd party applications, and network diagnostics and VLAN creation. The candidate will assist in documentation management and updating processes and procedures and propose enhancements to systems and workflows to drive efficiency.