About the Role

We are seeking a skilled and motivated Level 2 Service Desk / IT Services Engineer to join our Managed IT Security Services team. In this role, you will provide advanced technical support to both internal users and external clients, ensuring efficient service delivery and a high standard of customer experience.

You’ll work alongside a team of experienced security professionals dedicated to maintaining full network visibility and implementing proactive, defense-driven IT and security strategies. This position requires strong technical expertise, attention to detail, and a commitment to maintaining the highest standards of integrity and confidentiality.

Key Responsibilities

Help Desk & Ticket Management

• Manage and triage support requests via phone, email, and ticketing systems
• Monitor and respond to NOC alerts including server outages, performance issues, failed backups, and security alerts
• Provide technical support to internal users
• Participate in an on-call rotation (1-week intervals for after-hours alert response)

Client Support

• Serve as a primary technical contact for assigned clients
• Prepare and deploy virtual hosts and IDS systems for client environments
• Perform system decommissioning and secure data wipes
• Conduct routine monthly maintenance (patching, backups, firmware updates, performance checks)
• Troubleshoot a wide range of IT issues including:
  • Workstations and servers
  • Networking and wireless systems
  • Printers and peripherals
  • Virtualization platforms
  • Storage and backup systems
• Maintain accurate client documentation
• Perform daily system health checks and reporting
• Meet billable utilization targets (approx. 55% client-facing work)

Systems & Network Administration

• Support virtualization platforms (VMware, Proxmox) and Linux-based systems
• Assist with cloud and datacenter environments (AWS or similar platforms)
• Support internal network infrastructure and users

Security & Compliance

• Assist with system updates across infrastructure (hosts, storage, firewalls, switches)
• Follow security best practices including access control, encryption, and compliance frameworks (e.g., SOC 2, HIPAA)

Qualifications

Required Experience & Skills

• 3–5 years of experience in IT support or service desk environments
• Strong knowledge of:
  • Windows, macOS, and Linux operating systems
  • Active Directory and Microsoft 365
  • Networking fundamentals (DNS, DHCP, TCP/IP)
• Experience with virtualization technologies (VMware, Hyper-V, or similar)
• Familiarity with cloud platforms (AWS, Azure, or similar)
• Proven troubleshooting and problem-solving skills across diverse IT environments
• Ability to manage multiple priorities and meet SLA-driven deadlines
• Excellent communication and customer service skills

Preferred

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• Experience in managed services or security-focused environments

Work Environment & Expectations

• On-call rotation for after-hours support
• Occasional travel to client sites
• Ability to lift and transport IT equipment
• Combination of onsite and remote work flexibility
• Prolonged periods of sitting and computer use

Benefits

• Medical, Dental, Vision, and Life Insurance
• Paid Time Off (PTO) and 10 paid holidays
• 401(k) program
• Ongoing training, certifications, and career development opportunities