Technical Support Professional (Server & Network)
Core
Level 2 Technical Support Professional resolving server and network issues remotely and on-site for enterprise clients.
Role type
Level 2 Technical Support Professional (Server & Network)
Builds
Client IT environments stability and uptime
Domain
Managed Services Provider (MSP) / Enterprise IT Support
Deliverable
client delivery
Required skills
Windows Server troubleshooting, Active Directory management, TCP/IP networking, DNS/DHCP/VLANs/VPNs, firewall troubleshooting, ticketing system usage, root-cause analysis, PowerShell scripting, Microsoft 365 administration, Exchange Online, SharePoint, Intune, backup and disaster recovery, endpoint security tools
Preferred skills
MSP experience, PSA/RMM/remote-control tools familiarity, Microsoft/Network+/Security+ certifications, Hyper-V/VMware experience, EDR/MDR/DNS filtering products knowledge
Technologies
Active Directory, Firewall, Hyper-V, Microsoft 365, Network, PowerShell, Security, SharePoint, TCP/IP, VMware, Windows, Office 365, AI, VPN
Responsibilities
Resolve Level 2 issues remotely and on-site across Windows Server, Active Directory, DNS/DHCP, Group Policy, Microsoft 365, Exchange Online, SharePoint, Intune, VLANs, wireless, SonicWall firewalls, backup and endpoint security tools; Handle escalations from Level 1 technicians; Keep tickets progressing and well documented; Identify recurring client issues and raise them for root-cause resolution; Assist with server upgrades and migration projects during on-call rotation
