Job description
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.
Job requirements
Responsibilities:
1. Sonicwall Firewall Management:
o Configuration, maintenance, and troubleshooting of Sonicwall firewall appliances.
o Implementation of firewall rules, VPN tunnels, NAT policies, and security services.
o Monitoring firewall logs and responding to security incidents promptly.
2. Ubiquiti Wifi Solutions:
o Deployment, configuration, and optimization of Ubiquiti Wifi access points and controllers.
o Performing site surveys, RF analysis, and wireless network troubleshooting.
o Ensuring seamless connectivity and high-performance Wifi networks for clients.
3. Microsoft 365 Administration:
o Managing user accounts, licenses, and permissions within Microsoft 365 environment.
o Configuring and troubleshooting Exchange Online, SharePoint Online, and OneDrive for Business.
o Implementing security policies, data loss prevention (DLP), and compliance measures.
4. SharePoint Management:
o Designing, implementing, and customizing SharePoint sites and document libraries.
o Configuring SharePoint permissions, workflows, and metadata.
o Troubleshooting issues related to SharePoint access, performance, and integration.
5. Azure Services:
o Administration of Azure Active Directory (AAD) including user and group management, conditional access policies, and Azure AD Connect.
o Deployment and management of Azure virtual machines (VMs), storage accounts, and networking resources.
o Monitoring Azure resources for performance, availability, and cost optimization.
6. Client Support and Troubleshooting:
o Providing Level 2 technical support to clients via phone, email, or ticketing system.
o Investigating and resolving complex IT issues across various technologies within agreed SLA.
o Documenting solutions, troubleshooting steps, and best practices for knowledge sharing.
7. Proactive Maintenance and Monitoring:
o Conducting regular health checks, performance tuning, and security assessments for client environments.
o Utilizing RMM (Remote Monitoring and Management) tools for proactive monitoring and alerting.
o 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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