IT Helpdesk Engineer Level 2

About the job IT Helpdesk Engineer Level 2

Managed IT Services Division

POSITION OVERVIEW

Ocean Tide is seeking L2 IT Support Engineers to handle escalated technical issues that require deeper troubleshooting and systems expertise. You will work closely with L1 engineers, providing mentorship and handling complex tickets involving Microsoft 365 administration, networking, server issues, and security events. This role requires strong diagnostic skills and the ability to resolve issues across diverse customer environments.

KEY RESPONSIBILITIES

• Handle escalated tickets from L1 that require advanced troubleshooting
• Troubleshoot and support customer line-of-business (LOB) applications, including ERP, CRM, accounting, and industry-specific software
• Coordinate with third-party application vendors on escalated issues, patches, and compatibility problems
• Perform advanced Microsoft 365 administration (Exchang...