Role Overview

The Level 2 Field Engineer provides advanced onsite and remote technical support for client environments, serving as an escalation point from Level 1 while partnering closely with senior engineers for complex projects and infrastructure work.

This role focuses on troubleshooting, remediation, and optimization across workstations, servers, network infrastructure, and cloud platforms. The L2 Field Engineer owns issues through resolution, delivers consistent client communication, and ensures systems operate reliably and securely.

This is a client-facing position requiring strong technical fundamentals, clear communication, and the ability to work independently within defined standards and escalation paths.

Key Responsibilities

Client & Administrative Responsibilities

• Deliver professional onsite and remote support with a customer-first mindset

• Maintain accurate time tracking, documentation, and service notes

• Communicate clearly with clients regarding issue status, resolution steps, and next actions

• Represent the organization professionally during all client interactions

Technical Responsibilities

• Act as an escalation point for Level 1 support tickets involving:

  • Microsoft Windows and macOS troubleshooting

  • Microsoft 365 administration (Exchange, Entra ID, SharePoint basics)

  • Desktop, laptop, and peripheral issues

• Provide onsite and remote support for:

  • Workstations, printers, and end-user devices

  • Server environments (Windows Server fundamentals)

  • Virtualized environments (Hyper-V and VMware exposure)

• Support and troubleshoot:

  • LAN/WAN connectivity issues

  • Firewalls, switches, wireless access points, and VPNs

  • Remote access technologies including VPN and RDP

• Perform routine system maintenance, patching, and upgrades

• Assist with backup verification and disaster recovery testing

• Participate in client onboarding, offboarding, and technology refreshes

• Escalate complex infrastructure or architectural issues to senior engineers with proper documentation

Professional Development

• Participate in ongoing technical training and skills development

• Work toward at least one technical certification annually

• Learn from senior engineers through shadowing and collaborative troubleshooting

Performance Expectations

• Maintain strong ticket ownership and follow-through

• Meet or exceed utilization and service quality benchmarks

• Deliver consistent, positive client experiences

• Complete assigned tasks within defined SLAs and budgeted hours

• Demonstrate continuous technical growth

Core Competencies

• Troubleshooting: Systematic approach to diagnosing and resolving issues

• Prioritization: Ability to manage multiple tickets and onsite requests

• Communication: Clear, professional interaction with clients and internal teams

• Adaptability: Comfortable supporting varied client environments

• Team Collaboration: Works effectively with service desk and senior engineers

Skills & Qualifications

Education & Experience

• Associate degree in IT, Computer Science, or related field (or equivalent experience)

• 2–4 years of experience in an MSP or multi-client IT support environment

Technical Skills

• Windows and macOS administration and troubleshooting

• Microsoft 365 user and tenant administration

• Basic Windows Server administration

• Networking fundamentals (TCP/IP, DNS, DHCP)

• Firewall, switch, and wireless troubleshooting

• Backup and endpoint security fundamentals

Other Requirements

• Valid drivers license and reliable transportation

• Ability to travel locally for onsite client support

• Strong written and verbal communication skills

Work Environment & Physical Requirements

• Standard business hours with occasional after-hours support

• Regular onsite client visits

• Ability to lift and transport IT equipment up to 50 lbs

• Ability to stand, walk, and work with hands and tools as needed