Resolve Tech Solutions

L2 Support Engineer

Resolve Tech Solutions

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Tech Stack

AzureCloudDNSITSMLinuxMacOSServiceNow

About the role

  • Troubleshoot complex issues by diagnosing, resolving or providing root-cause analysis of incidents across complex hardware, software, and network platforms.
  • Receive, prioritize, and manage support ticket workflows in the ITSM systems, ensuring alignment with SLA/OLA thresholds and proactive communication with departments regarding service impacts.
  • Document solutions by creating and maintaining detailed documentation of all technical issues, steps taken, and resolutions to build a knowledge base to reduce repeat incident volume.
  • Participate in problem management initiatives, identifying systemic issues and recommending strategic solutions to reduce incident recurrence.
  • Partner with Tier 1 Technicians to mentor, reinforce knowledge transfer around emerging technologies and best practices while improving the overall team's efficiency.
  • Identify and escalate critical or unresolved issues to Level 3 support, providing detailed handover information.
  • Support on-site and remote workforce environments, ensuring seamless user experience across hybrid, multi-site, and distributed operating models.

Requirements

  • 3–5 years of Help Desk support experience
  • Strong proficiency in Windows Server/Client OS (e.g., Windows, Linux, macOS)
  • Active Directory, Azure AD/Microsoft Entra ID
  • Software applications (e.g., M365/Microsoft Office)
  • Cloud service platform (e.g., Azure Virtual Desktop/ AVD)
  • Network fundamentals (e.g., DHCP, DNS, VPN)
  • Standard enterprise management tools (ServiceNow, NinjaOne)
  • IT Certifications: CompTIA Certification A+, Network+, or Security+
  • High school diploma or GED equivalent with 5+ years of Help Desk experience can be substituted for a degree
Benefits
  • Health insurance
  • Professional development
  • Flexible work arrangements

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingroot-cause analysisWindows ServerWindows Client OSLinuxmacOSActive DirectoryAzure ADnetwork fundamentalscloud service platform
Soft skills
problem managementmentoringknowledge transfercommunicationprioritizationdocumentationcollaborationstrategic thinkingcustomer serviceefficiency improvement
Certifications
CompTIA A+CompTIA Network+CompTIA Security+