Level 2 Helpdesk Engineer

Overview:

We are seeking a highly skilled and experienced Level 2 Helpdesk Engineer to join our IT support team. The ideal candidate will be responsible for triaging escalation issues and possess extensive knowledge of firewalls, switches, servers, and backup systems. This role requires a proactive problem-solver who can efficiently diagnose and resolve complex technical issues, ensuring minimal downtime and maximum user satisfaction.

Key Responsibilities:

·         Serve as the second level of support for all IT-related concerns.

·         Triage and escalate unresolved issues to appropriate internal teams.

·         Provide detailed documentation and analysis of issues for continuous improvement.

·         Manage and maintain firewalls (including but not limited to Fortigates, Checkpoints and PaloAltos).

·         Manage and maintain switches (including but not limited to Cisco, Dell, and HP)

·         Manage and maintain servers (including but not limited to physical, virtual and cloud based)

·         Manage and maintain backup systems

·         Conduct regular system checks and updates to ensure security and efficiency.

·         Collaborate with team members to develop and refine IT processes.

·         Train and support end-users on new technologies and systems.

Qualifications:

·         Proven experience as a helpdesk engineer or similar role.

·         In-depth knowledge of firewalls, switches, servers, and backup solutions.

·         Familiarity with ITIL practices and ITSM platforms.

·         Strong troubleshooting and critical thinking skills.

·         Excellent communication and customer service abilities.

·         Relevant certifications (e.g., CompTIA Network+, CCNA, MCSA) are a plus.

Benefits:

·         Competitive salary commensurate with experience.

·         Comprehensive benefits package including health insurance, retirement plans, and paid time off.

·         Opportunities for career advancement and professional development.

·         Collaborative and supportive work environment with a focus on teamwork and continuous learning.