L2/L3 Technical Support Engineer - Windows Enterprise Infrastructure

We are seeking an experienced L2/L3 Technical Support Engineer to support and maintain a Windows-based enterprise infrastructure. This role serves as an escalation point for L1 support, handling complex technical issues while ensuring system stability, security, and performance.

With a Strong background in Windows Server, Active Directory, VMware, Azure, networking, security platforms, and endpoint management. Proven escalation point for L1 teams, skilled in advanced troubleshooting, root cause analysis, system stability, and performance optimization. Hands-on experience with firewalls, VoIP, MFA, Intune, and backup solutions, with a strong focus on security and operational excellence.

• Location: 100% remote

• Competitive pay: $2200 - $2,500 (Based on experience and English Proficiency)

Responsibilities:

• Act as L2/L3 escalation support for Windows 10/11 and Windows Server environments
• Perform advanced troubleshooting and root cause analysis for desktop, server, and network issues
• Install, configure, and maintain Windows Server environments (bare metal and Azure-based virtual servers)
• Administer Active Directory, including GPOs, DNS, DHCP, and MFA
• Manage and support VMware virtualized environments

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• Support Microsoft 365, Azure AD, and Intune for endpoint and identity management
• Configure and maintain network infrastructure, including routers, switches, firewalls, and VPNs
• Manage SonicWall firewalls and security policies
• Support and maintain security platforms such as CrowdStrike and other endpoint protection solutions
• Implement and manage backup and disaster recovery solutions
• Support Terminal Services / Remote Desktop Services environments
• Assist with QuickBooks application support and troubleshooting
• Support VoIP systems, including QoS, network configurations, and telephony providers
• Perform patch management, system updates, and documentation
• Mentor and support L1 engineers, improving resolution times and service quality

Required Skills & Experience

• 3–6+ years of experience in IT Support or System Administration
• Strong hands-on experience with Windows desktop and server environments
• Solid understanding of networking concepts (routing, firewalls, QoS, VoIP)
• Experience with security technologies and endpoint protection platforms
• Familiarity with Azure, Azure AD, Intune, and virtualization technologies (VMware / Hyper-V)
• Experience with MFA and identity security
• Knowledge of PowerShell and enterprise ticketing systems is a plus
• Strong troubleshooting, communication, and documentation skills

Preferred Qualifications

• Microsoft, Azure, VMware, or security-related certifications
• ITIL experience or certification
• Experience working in an MSP or enterprise IT environment.