L2 Service Desk Engineer
3 weeks ago
Overview: L2 Service Desk Engineer
We are seeking a skilled Level 2 (L2) Engineer to join our dynamic team at Landmark Technologies, a leading Managed Services Provider (MSP). The ideal candidate will possess expertise in managing and troubleshooting various IT infrastructure components, with a strong focus on Sonic wall Firewalls, Ubiquiti Wifi solutions, Microsoft 365, SharePoint, and Azure services. As an L2 Engineer, you will play a crucial role in ensuring the stability, security, and performance of our clients/' IT environments.
Responsibilities
1. Sonicwall Firewall Management:
- Configuration, maintenance, and troubleshooting of Sonicwall firewall appliances.
- Implementation of firewall rules, VPN tunnels, NAT policies, and security services.
- Monitoring firewall logs and responding to security incidents promptly.
2. Ubiquiti Wifi Solutions:
- Deployment, configuration, and optimization of Ubiquiti Wifi access points and controllers.
- Performing site surveys, RF analysis, and wireless network troubleshooting.
- Ensuring seamless connectivity and high-performance Wifi networks for clients.
3. Microsoft 365 Administration:
- Managing user accounts, licenses, and permissions within Microsoft 365 environment.
- Configuring and troubleshooting Exchange Online, SharePoint Online, and OneDrive for Business.
- Implementing security policies, data loss prevention (DLP), and compliance measures.
4. SharePoint Management:
- Designing, implementing, and customizing SharePoint sites and document libraries.
- Configuring SharePoint permissions, workflows, and metadata.
- Troubleshooting issues related to SharePoint access, performance, and integration.
5. Azure Services:
- Administration of Azure Active Directory (AAD) including user and group management, conditional access policies, and Azure AD Connect.
- Deployment and management of Azure virtual machines (VMs), storage accounts, and networking resources.
- Monitoring Azure resources for performance, availability, and cost optimization.
6. Client Support and Troubleshooting:
- Providing Level 2 technical support to clients via phone, email, or ticketing system.
- Investigating and resolving complex IT issues across various technologies within agreed SLA.
- Documenting solutions, troubleshooting steps, and best practices for knowledge sharing.
7. Proactive Maintenance and Monitoring:
- Conducting regular health checks, performance tuning, and security assessments for client environments.
- Utilizing RMM (Remote Monitoring and Management) tools for proactive monitoring and alerting.
- Identifying potential issues before they escalate and recommending preventive measures.
Requirements
- Bachelor/'s degree in Computer Science, Information Technology, or related field (preferred).
- 3+ years of experience in a similar role, preferably within a Managed Services Provider (MSP) environment.
- Strong proficiency in configuring and troubleshooting Sonicwall Firewalls, Ubiquiti Wifi solutions, Microsoft 365, SharePoint, and Azure services.
- Certifications such as Sonicwall Network Security Administrator (SNSA), Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
- Excellent communication skills with the ability to effectively interact with clients and team members.
- Proven problem-solving skills with a proactive and customer-centric approach.
- Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.
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