L2 Service Desk Engineer

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:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.