L2 Support Engineer

Job not on LinkedIn

🕒 March 24

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Resolve Tech Solutions

WebsiteLinkedInAll Job Openings

501 - 1000 employees

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

SaaS • Enterprise • Artificial Intelligence

Resolve Tech Solutions is a leading provider of digital transformation solutions specializing in SAP and ERP modernization, cloud services, and artificial intelligence. With over 25 years of experience, they help businesses integrate and modernize systems using their expertise in data engineering, big data analytics, and cybersecurity. Their services include SAP S/4HANA migration, cloud managed services across AWS, Azure, and Google Cloud, and implementation of Internet of Things technologies. Resolve Tech Solutions works with a range of industries including energy, retail, telecommunications, and government, offering end-to-end modernization projects to improve business intelligence and operational efficiency.

📋 Description

• 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, with at least 1–2 years in a Tier II capacity within an enterprise environment. • 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) and standard enterprise management tools (ServiceNow, NinjaOne). • Strong analytical and problem-solving abilities to identify root causes of complex issues while using remote access tools. • Excellent communication and customer service skills, with the ability to explain technical concepts clearly to non-technical users. • Focused mindset on delivering value-added engagement with end users at all touchpoints. • Ability to manage multiple priorities, work independently with minimal supervision, and pivot rapidly in a dynamic support landscape while maintaining quality of service.

🏖️ Benefits

• Competitive salary • Paid time off • Remote work options