Level 2 Support Engineer - HC-Resource

HC-Resource is looking for a Level 2 Support Engineer to join a growing MSP providing support for small businesses in Miami. This position will be exposed to many different scenarios, and end-user support experience is mandatory.

Typical Duties and Responsibilities: 

• Deploy, maintain, and troubleshoot Windows servers, domain controllers and workstations
• Office 365/Sharepoint/Exchange Online administration
• Setup, maintain & troubleshoot virtualization technologies (VMware/Hyper-V)
• Deploy, maintain, and troubleshoot network routers, switches and firewalls
• Demonstrate strong customer service skills to provide phone support
• Listening to the customer to gain an accurate understanding of the situation
• Producing accurate, detailed documentation at the client, problem and incident level
• Focus on customer satisfaction and service delivery quality
• Answer inbound calls/requests in a timely fashion

Technical Skill Requirements:

• Strong Windows 10/11 support knowledge
• Ability to explain technical concepts in simple terms to customers
• Working knowledge of intermediate networking concepts (such as DHCP, VLAN, STP, and DNS
• Working knowledge of Active Directory
• Working knowledge of Entra
• Working knowledge of NTFS/Share permissions
• Working knowledge of O365 user administration
• Intermediate understanding of firewalls and firewall rule
• Strong analytical ability to diagnose and troubleshoot technical issues
• Ability to narrow down connectivity issues regarding network, share folder access, or internet access
• MAC background a plus
• Proficiency in Microsoft Office products

• Reliable transportation and the ability to visit client sites as needed
• Bilingual in English and Spanish highly preferred

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