Hirearchi

Location: Maui (On-site)

Salary: $55,000 - $75,000 YEARLY

Position Overview

The Level 2 Engineer is responsible for advanced technical support, escalated troubleshooting, maintenance, and small project execution across client environments. This role serves as an escalation point for Level 1 technicians and works closely with senior engineers, service coordination, and service management to deliver timely and effective support.

The ideal candidate is technically capable, organized, client-focused, and able to operate effectively in a fast-paced MSP environment supporting multiple client infrastructures.

Responsibilities

• Troubleshoot and resolve escalated service requests and incidents
• Support Windows desktop, server, and Microsoft 365 environments
• Configure and maintain networking, VPN, firewall, wireless, backup, and endpoint security systems
• Perform routine maintenance, patching, and system health checks
• Complete small to mid-sized projects and assist on larger implementations
• Maintain accurate documentation and daily time entries
• Communicate professionally with clients regarding updates, timelines, and next steps
• Take ownership of assigned tickets through resolution
• Follow company standards, operational procedures, and security best practices

Technical Requirements

• Strong troubleshooting skills across Windows environments
• Working knowledge of:
• Active Directory
• Microsoft 365
• TCP/IP, DNS, DHCP, and VPN technologies
• Routers, switches, firewalls, and wireless infrastructure
• Backup and disaster recovery solutions
• Endpoint protection, MFA, and security best practices
• Experience with Fortinet, Ubiquiti, SonicWall, Sophos, WatchGuard, or similar platforms preferred
• MSP experience preferred

Qualifications

• 2+ years of IT support or systems administration experience preferred
• Strong communication, organization, and customer service skills
• Ability to manage multiple priorities in a fast-paced environment
• Ability to work independently while collaborating effectively within a team environment