Overview: L2 Service Desk Engineer
We are seeking a skilled Level 2 (L2) Engineer to join our dynamic team at Landmark Technologies, a leading Managed Services Provider (MSP).
The ideal candidate will possess expertise in managing and troubleshooting various IT infrastructure components, with a strong focus on Sonic wall Firewalls, Ubiquiti Wifi solutions, Microsoft 365, SharePoint, and Azure services.
As an L2 Engineer, you will play a crucial role in ensuring the stability, security, and performance of our clients\' IT environments.
Responsibilities
Sonicwall Firewall Management:
Configuration, maintenance, and troubleshooting of Sonicwall firewall appliances.
Implementation of firewall rules, VPN tunnels, NAT policies, and security services.
Monitoring firewall logs and responding to security incidents promptly.
Ubiquiti Wifi Solutions:
Deployment, configuration, and optimization of Ubiquiti Wifi access points and controllers.
Performing site surveys, RF analysis, and wireless network troubleshooting.
Ensuring seamless connectivity and high-performance Wifi networks for clients.
Microsoft 365 Administration:
Managing user accounts, licenses, and permissions within Microsoft 365 environment.
Configuring and troubleshooting Exchange Online, SharePoint Online, and OneDrive for Business.
Implementing security policies, data loss prevention (DLP), and compliance measures.
SharePoint Management:
Designing, implementing, and customizing SharePoint sites and document libraries.
Configuring SharePoint permissions, workflows, and metadata.
Troubleshooting issues related to SharePoint access, performance, and integration.
Azure Services:
Administration of Azure Active Directory (AAD) including user and group management, conditional access policies, and Azure AD Connect.
Deployment and management of Azure virtual machines (VMs), storage accounts, and networking resources.
Monitoring Azure resources for performance, availability, and cost optimization.
Client Support and Troubleshooting:
Providing Level 2 technical support to clients via phone, email, or ticketing system.
Investigating and resolving complex IT issues across various technologies within agreed SLA.
Documenting solutions, troubleshooting steps, and best practices for knowledge sharing.
Proactive Maintenance and Monitoring:
Conducting regular health checks, performance tuning, and security assessments for client environments.
Utilizing RMM (Remote Monitoring and Management) tools for proactive monitoring and alerting.
Identifying potential issues before they escalate and recommending preventive measures.
Requirements
Bachelor\'s degree in Computer Science, Information Technology, or related field (preferred).
3+ years of experience in a similar role, preferably within a Managed Services Provider (MSP) environment.
Strong proficiency in configuring and troubleshooting Sonicwall Firewalls, Ubiquiti Wifi solutions, Microsoft 365, SharePoint, and Azure services.
Certifications such as Sonicwall Network Security Administrator (SNSA), Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
Excellent communication skills with the ability to effectively interact with clients and team members.
Proven problem-solving skills with a proactive and customer-centric approach.
Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.
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