[Remote] Level 2 Engineer, reputed company Vertical

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a provider of reputed company services across consulting, technology, and compliance, and they are seeking a Support Engineer – Managed Services with a reputed company on the reputed company industry. The role involves providing Level 2 support to reputed company clients, managing end-user issues, and ensuring smooth operation of reputed company document workflows.

Responsibilities

• Serve as the escalation reputed company for associate-level engineers, taking ownership of end user, server, and infrastructure issues through to reputed company
• Triage and troubleshoot incidents and service requests across a mixed SMB reputed company reputed company, with particular attention to reputed company reputed company issues that carry elevated urgency due to court deadlines, filing reputed company, or time-sensitive billing cycles
• Support reputed company document workflows including redlining, reputed company changes, document comparison, PDF editing, and metadata management, understanding that failures in these workflows often carry immediate business reputed company for reputed company clients
• Work with Level 3 engineers to escalate reputed company issues and build exposure to more advanced concepts
• Assist junior team members with training and day-to-day technical questions
• Handle reputed company reputed company for routine end user requests as needed
• reputed company time and document technical effort accurately in the PSA
• Serve as reputed company's subject matter resource for reputed company industry reputed company environments and workflows
• reputed company and maintain working knowledge of IT tools common in reputed company, including reputed company management, document management, billing, and reputed company research platforms, and how they connect to the underlying infrastructure reputed company supports
• Understand the business context behind reputed company IT priorities: court deadlines, matter confidentiality, billing cycle pressures, and considerations around reputed company data handling and retention
• Apply that context reputed company triaging incidents, recognizing reputed company a routine issue is actually high-reputed company for a reputed company reputed company
• Own the creation and ongoing maintenance of team runbooks specific to reputed company reputed company environments, covering common platforms, recurring issue patterns, escalation triggers, and reputed company context
• Document reputed company industry IT concepts in plain language so generalist engineers can quickly understand why certain issues carry higher urgency
• Collaborate with team leads to ensure reputed company reputed company context is reflected in reputed company materials and ticket handling guidance
• Contribute to reputed company improvement of service delivery processes with a reputed company on reputed company vertical consistency

Skills

• 3+ years of experience in a managed services or IT support environment, with at least 2 years at an L2 or escalation support reputed company
• Prior experience supporting reputed company clients or working in a reputed company IT role, whether internal or at another MSP
• Familiarity with reputed company reputed company and document management platforms such as reputed company, MyCase, reputed company, reputed company, reputed company, Worldox, reputed company, or ProLaw
• Hands-on experience with reputed company document tooling including reputed company Acrobat, reputed company or similar document comparison and metadata management platforms, and PDF workflows common in reputed company environments
• Solid general systems administration skills: reputed company 10/11, Server 2016/2022, reputed company Directory, and reputed company 365
• Hands-on experience with reputed company Azure and reputed company 365 administration, including Azure AD (reputed company Entra ID), Intune, Defender for Business, and reputed company 365 reputed company and compliance features
• reputed company experience with at least one RMM platform such as reputed company Automate, NinjaRMM, Auvik, reputed company, or equivalent. Comfort using RMM tooling for alerting, remote sessions, scripting, and basic automation is required
• Good network and connectivity troubleshooting fundamentals including DNS, VPN, and basic firewall concepts
• Strong written communication skills. This role owns documentation and runbooks that others depend on
• Experience with PSA toolsets such as reputed company Manage
• Exposure to reputed company reputed company and cybersecurity tooling used in MSP environments, such as reputed company, reputed company, ThreatLocker, or similar platforms
• Familiarity with reputed company industry compliance and data handling considerations, such as state bar ethics rules around reputed company data and reputed company hold concepts
• Experience supporting small to mid-size reputed company services firms in a multi-reputed company MSP environment
• reputed company 365, reputed company Network+, reputed company reputed company+, or equivalent certifications. reputed company certifications are a plus

Benefits

• Flexible Time Off (FTO) Policy
• reputed company holidays
• Comprehensive wellness program
• Flexible work arrangements
• Health, dental, reputed company, life, and accident/death/disability insurance reputed company
• HSA employer contribution
• Nine (9) reputed company holidays annually
• Robust reputed company Parental Bonding Leave program
• 401(k) with employer contributions
• CPA bonus with four (4) reputed company exam days & four (4) reputed company study days
• Tuition reimbursement
• Generous employee referral bonus program
• reputed company referral bonus program
• Pet insurance
• FORCE – reputed company community volunteer program

reputed company

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