Level 2 Help Desk Engineer
Active Directory
Cloud Platforms
End User Support
Group Policy
Help Desk Support
Identity and Access Management
Information Technology (IT)
IT Operations
It Service Management
IT Services
Microsoft 365
Microsoft Entra Id
Microsoft Exchange
Multi Tier Support
Network
Remote Monitoring
Server Management
Technical Support
Ticketing Systems
Tier 2 Support
Virtualization
Windows
Job Description
The Level 2 Help Desk Engineer role at Inceed is a senior escalation position for complex IT incidents that go beyond Level 1. You will provide advanced troubleshooting across end-user and infrastructure environments, mentor junior technicians, and maintain responsive client communication while working through support workflows.
Onsite Location and Compensation
- Location: Brentwood, TN (onsite)
- Compensation: USD 28–30 per hour
Role Responsibilities
- Own escalated Level 1 tickets and deliver advanced technical support
- Troubleshoot complex issues spanning hardware, software, servers, networking, and cloud environments
- Support Active Directory, user accounts, Group Policy, and Microsoft 365 environments
- Diagnose and resolve problems involving Windows Server, virtualization, and enterprise networking
- Record troubleshooting steps and final resolutions in ticketing systems
- Create and improve SOPs, KB articles, and other support documentation
- Mentor and support Level 1 technicians
- Monitor RMM alerts and proactively address system issues
- Ensure SLA compliance while maintaining strong client communication
Required Qualifications
- Experience: 2–3+ years of IT helpdesk or support experience with escalation-level troubleshooting
- Strong working knowledge of Windows OS, macOS, and basic Linux environments
- Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VLANs, VPNs, and firewalls
- Hands-on experience with Active Directory, Group Policy, Exchange/Microsoft 365, and Azure AD
- Familiarity with VMware or Hyper-V
- Strong troubleshooting and analytical problem-solving skills
- Excellent communication skills and the ability to support technical and non-technical users
Tools and Technologies
- Active Directory, Group Policy, Microsoft 365
- Windows Server
- Virtualization, RMM
- ConnectWise, NinjaRMM
- Exchange, Azure AD
- VMware, Hyper-V
- TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls
- macOS, Linux
- SOPs, KB articles, ticketing systems
Benefits
- 3 different medical health insurance plans, plus dental and vision insurance
- Voluntary and long-term disability insurance
- Paid time off, 401k, and holiday pay
- Weekly direct deposit or pay card deposit
Nice to Have
- MSP experience
- RMM tool experience (for example, ConnectWise, NinjaRMM)
- IT certifications such as A+, Network+, Security+, Microsoft certifications, and similar
- Apple support experience or Apple certifications
- Vendor-specific certifications
Additional Information
- Senior escalation role with a heavy focus on troubleshooting, mentorship, and customer support excellence
- Opportunity for technical growth into engineering or Level 3 support paths
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