Seeking an MSP‑experienced Level 2 Engineer who owns escalations end‑to‑end across Windows Server, Microsoft 365, networking, firewalls, and backups this role is about fixing root causes, not passing tickets.
Key Responsibilities
- Own and resolve escalated tickets from Level 1 through to resolution
- Troubleshoot and support Windows Server environments (AD, DNS, DHCP)
- Advanced administration and troubleshooting of Microsoft 365 (Exchange, identity, MFA, Conditional Access)
- Diagnose and resolve networking issues (LAN/WAN, VLANs, DNS)
- Implement and manage firewall changes (FortiGate preferred)
- Validate and troubleshoot backup and DR solutions (Datto, Cove, Veeam or similar)
- Respond to monitoring alerts and improve system stability
- Create and maintain SOPs, documentation, and runbooks
- Mentor Level 1 engineers and reduce unnecessary escalations
- Proactively identify risks, security gaps, and improvement opportunities
Skills & Experience
- Proven MSP experience as a Level 2 / Escalation Engineer
- Strong hands‑on skills in Windows Server, Microsoft 365, networking, firewalls, and backups
- Confident with full ticket ownership and root‑cause analysis
- Comfortable working in a fast‑paced MSP environment
- Strong communication, documentation, and process discipline
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