Level 2 Engineer
Full TimeJob Overview
We seek a seasoned Level 2 Engineer with strong MSP experience to own tickets end‑to‑end, execute maintenance, and uplift process and tooling. Day‑one production proficiency with ConnectWise Manage is essential. Recent, hands‑on depth with Acronis Cyber Protect (backup, EDR/antimalware, vulnerability/patch management) and practical experience with Sophos Firewall (XGS series) are strongly preferred.
We seek a seasoned Level 2 Engineer with strong MSP experience to own tickets end‑to‑end, execute maintenance, and uplift process and tooling. Day‑one production proficiency with ConnectWise Manage is essential. Recent, hands‑on depth with Acronis Cyber Protect (backup, EDR/antimalware, vulnerability/patch management) and practical experience with Sophos Firewall (XGS series) are strongly preferred.
Duties and Responsibilities:
- Ticket ownership & triage: manage L2 queues, dispatch in ConnectWise Manage, maintain SLA hygiene, document clearly, and escalate to L3 when needed.
- Collaboration: Be responsive in internal channels (Teams/chat), Email and support project delivery/documentation as required.
- Microsoft 365 administration: Exchange Online, SharePoint, Teams, OneDrive; implement security baselines (Defender, Conditional Access).
- Endpoint management: Intune/Autopilot (MDM/MAM), compliance policies, app packaging, device lifecycle tasks.
- Identity & cloud: Azure/Entra ID, hybrid identity and related services.
- Windows Server & patching: monthly patch windows, routine maintenance, firmware/drivers for Dell/HP/Lenovo (using vendor tooling).
- Backup & DR: Acronis Cyber Protect: configure and monitor backup plans, antimalware/EDR, vulnerability assessment and patch management modules; perform file/mailbox and VM/server restores; maintain DR runbooks and quarterly restore tests.
- Networking: troubleshoot firewalls, VPNs, switching, Wi‑Fi; document changes. Sophos XGS: rules/NAT, SSL/IPSec VPN, SD‑WAN, Central management, and firmware lifecycle.
- Tooling & documentation: work primarily in ConnectWise Manage (PSA) and contribute updating internal documentation, SOPs/KBs. Familiarity with working and various RMM Tools is a plus.
- Scripting & automation: read/understand PowerShell; safely execute or adapt scripts for bulk/admin tasks.
Required Experience and Skills:
- MSP background: 7–8 years overall IT experience across multi‑client environments.
- ConnectWise Manage: 1+ year active use required (2+ preferred) – service desk, dispatch/triage, time entry, SLA workflows, and documentation quality.
- Infrastructure: Windows Server (on‑prem & hybrid), patching, vendor firmware; backup/DR using Acronis Cyber Protect.
- Microsoft 365/Azure/Entra ID/Intune/Autopilot: configuration and troubleshooting across modern workplace stack.
- Networking fundamentals: firewalls (Sophos), VPNs, routing/switching; practical troubleshooting.
- Security mindset: MDR/EDR coordination, incident hygiene, and continual improvement.
- Certifications
- Minimum (required): MS‑900 (Microsoft 365 Fundamentals) and AZ‑900 (Azure Fundamentals).
- Preferred: AZ‑104 (Azure Administrator) or equivalent associate level.
- Highly regarded: Acronis Cyber Protect (e.g., Acronis Certified – Cyber Protect Cloud: Backup/Disaster Recovery/Advanced Security).
- Desirable: Sophos Firewall Engineer / Sophos Central Certified Engineer.
- ConnectWise University badges for Manage (Service Desk, Agreements) are a plus.