L2 Support Engineer

Job Description:

• 3+ years experience providing onsite support in an enterprise environment
• Ability to complete tasks within agreed upon Service Level Agreement or Key Measure requirements.
• Diagnose and troubleshoot complex issues related to operating systems, applications, network connectivity, server operations (basic), and security software.
• Utilize remote desktop tools and other diagnostic utilities to analyse and resolve technical problems efficiently.
• Perform in-depth troubleshooting, including log analysis, system configuration modifications, and application debugging
• Understand and familiarity with SCCM software distribution platform as it pertains to policy, software and patch distribution methodologies in an enterprise environment
• Extensive experience with Microsoft 365 product family
• Basic Knowledge Microsoft Authenticator and Okta Verify for troubleshooting any login issues
• Knowledge of Meeting Room setup and configuration
• Working knowledge of Active Directory and secure LDAP
• Working knowledge of MS ADFS * Working knowledge of Public Key Infrastructure (PKI)
• Collaborate with L3 support and other IT teams to resolve complex or cross-functional issues.
• Very strong working knowledge of Windows 10 and higher
• Very strong working knowledge of MAC’s (including JAMF/JAMF Pro and Jamf Connect
• Experience with VPN/Wifi/IP/DNS, networking and other enterprise network technologies
• Working knowledge of MDE and Other security principles.
• Working knowledge of MDM.
• Experience with BitLocker disk encryption
• Document all troubleshooting steps, resolutions, and configurations accurately in the ticketing system