Level 2 IT Support Engineer

Focused Technologies is hiring a Level 2 IT Support Engineer to handle escalated client issues and drive problems through to completion. This hybrid role supports endpoints, Microsoft 365, servers, networking, and business applications, with primarily remote work and on-site client visits as needed, plus participation in an on-call rotation.

Key Responsibilities

• Own client issues from assignment to resolution, including providing timely status updates, setting expectations, coordinating next steps, and ensuring the client is informed when the issue is fully resolved.
• Maintain strong client relationships by communicating technical problems and solutions clearly, professionally, and proactively.
• Independently troubleshoot and resolve escalations from Level 1 technicians.
• Deliver both remote and on-site technical support to client users.
• Troubleshoot Windows desktop and laptop hardware and operating systems, including applications, printers, peripherals, and related issues.
• Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, MFA, and user account support.
• Perform Active Directory and Microsoft Entra ID administrative tasks such as user accounts, groups, permissions, password issues, and device-related problem investigation.
• Troubleshoot Group Policy, DNS, DHCP, file shares, NTFS permissions, and common Windows Server issues.
• Diagnose network connectivity issues involving TCP/IP, DNS, DHCP, Wi-Fi, switches, VLANs, firewalls, and VPNs.
• Investigate common email delivery, spam, authentication, and Microsoft 365-related issues.
• Support backup and disaster recovery systems, including reviewing backup failures and performing file or system restores.
• Review and respond to alerts from remote monitoring, endpoint security, backup, and other management platforms.
• Support endpoint security capabilities, including MFA and email security controls.
• Install, configure, replace, and troubleshoot workstations, laptops, servers, network equipment, and other client technologies.
• Assist Level 3 engineers with server, network, Microsoft 365, security, and infrastructure projects.
• Perform defined project work independently when scope and technical approach are established.
• Coordinate with software vendors and other third parties to support issue resolution.
• Document client environments, configurations, troubleshooting steps, and resolutions so other technicians can understand outcomes.
• Identify recurring issues or environment deficiencies and escalate them to senior technical staff.
• Assist Level 1 technicians with troubleshooting and provide guidance when appropriate.
• Communicate technical issues and solutions clearly to clients and team members.
• Participate in an on-call rotation and occasionally perform scheduled evening or weekend work.

Required Qualifications

• Strong troubleshooting skills, including investigating issues where the root cause is not immediately obvious.
• Understanding of how endpoints, servers, networks, Microsoft 365, identity, and business applications interact.
• Ability to research unfamiliar problems and determine whether escalation is necessary based on technical limits or risk.
• Ability to resolve issues by identifying underlying causes, not only symptoms.
• Comfort working directly with clients and explaining technical issues in understandable terms.
• Ownership of assigned tickets through to resolution, with clear documentation.
• Organization and prioritization across multiple client issues.
• Interest in continuous technical skill development and ability to work independently and collaboratively.
• Working knowledge and hands-on experience with several of the following: Windows 10 and Windows 11.
• Working knowledge and hands-on experience with several of the following: Windows Server.
• Working knowledge and hands-on experience with several of the following: Active Directory.
• Working knowledge and hands-on experience with several of the following: Group Policy, DNS and DHCP, NTFS and file-share permissions, Microsoft 365 administration, Exchange Online, Microsoft Entra ID / Azure AD, Microsoft Teams, SharePoint, OneDrive, MFA and identity troubleshooting, TCP/IP networking, subnetting fundamentals, VLAN concepts, firewalls and VPNs, managed switches and wireless networking, and server virtualization.
• Working knowledge and hands-on experience with several of the following: backup and disaster-recovery technologies, endpoint security / EDR technologies, Remote Monitoring and Management (RMM) platforms, and remote end-user support.
• Valid State of Ohio driver’s license with reliable transportation for on-site work.
• Ability to travel to client locations primarily throughout Northeast Ohio.
• Ability to participate in an on-call rotation and occasionally perform scheduled work outside normal business hours.

Technologies You May Work With

• Microsoft 365, Exchange Online, Microsoft Teams, SharePoint, OneDrive
• MFA, Active Directory, Microsoft Entra ID, Azure AD
• Group Policy, DNS, DHCP, NTFS
• Windows Server, Windows 10, Windows 11
• TCP/IP, Wi-Fi, VLAN, firewalls, VPNs
• Endpoint security, EDR technologies, RMM platforms
• Backup and disaster-recovery technologies
• PowerShell, Microsoft Intune, Microsoft Azure, Conditional Access
• Hyper-V or VMware, Email security, SPF, DKIM, DMARC
• Cisco CCNA, Remote end-user support
• Certifications may include Microsoft 365 and Microsoft Azure

Education and Experience

• Approximately 3–5 years of IT support, help desk, systems administration, or MSP experience, or equivalent demonstrated technical ability.
• Experience independently troubleshooting Windows, Microsoft 365, networking, and common server-related issues.
• Previous experience receiving escalations from junior technicians is beneficial.

Certifications

• CompTIA A+, CompTIA Network+, CompTIA Security+
• Microsoft 365 certifications
• Microsoft Azure certifications
• Cisco CCNA or equivalent networking certifications

Benefits

• Health insurance
• 401(k) and 401(k) matching
• Paid time off
• Professional development assistance
• Internet and cellphone stipends
• Mileage reimbursement
• Flexible scheduling
• Primarily work-from-home environment

Compensation and Schedule

Salary: $50,000–$70,000 per year, depending on experience and demonstrated technical ability.

Job Type: Full-time.

Typical Schedule: Monday through Friday, with participation in an on-call rotation and occasional scheduled evening or weekend work.

Location

Hybrid work: Cuyahoga Falls, OH 44221, primarily remote with on-site client support as needed.