Level 2 Level 3 Engineer
ETS ENTERPRISES, Rosemont, IL, United States
Benefits
401(k) matching
Bonus based on performance
Company parties
Competitive salary
Flexible schedule
Paid time off
Training & development
Help Desk Technician – Level 2 / Level 3
Hybrid / On-site / Remote (as applicable)
Employment Type - Full-Time
About Us
ETS Technology Services is a growing Managed Service Provider (MSP) delivering proactive IT support and consulting services to small and mid-sized businesses. Our team values accountability, continuous learning, and delivering exceptional customer experiences. This role is ideal for a hands‑on IT professional who enjoys problem‑solving, working directly with clients, and supporting a wide range of technologies.
Role Overview
The Level 2 / Level 3 Help Desk Technician provides advanced technical support to end‑users across multiple client environments. This role escalates issues from Level 1, resolves complex technical problems, assists with projects, and plays a key role in maintaining client satisfaction and operational efficiency.
Key Responsibilities
Technical Support
Provide Level 2 and Level 3 support for desktops, laptops, servers, cloud services, and network infrastructure
Troubleshoot and resolve complex hardware, software, and connectivity issues
Serve as an escalation point for Level 1 technicians
Support Windows and macOS environments, including user and device management
Manage and resolve tickets within defined SLAs using an ITSM/ticketing system
Systems & Infrastructure
Administer Microsoft 365 (Exchange, Entra ID/Azure AD, SharePoint, Teams, Intune)
Support on‑prem and cloud‑based servers (Windows Server, basic Linux a plus)
Configure and troubleshoot networking components (firewalls, switches, VPNs, Wi‑Fi)
Assist with backup, disaster recovery, and security solutions
Monitor and remediate alerts from RMM and security tools
Client & MSP Operations
Communicate clearly with clients regarding issues, resolutions, and best practices
Document solutions, procedures, and client environments accurately
Participate in onboarding new clients and supporting offboarding transitions
Assist with IT projects such as migrations, deployments, and hardware refreshes
Recommend improvements to systems, processes, and security posture
Security & Best Practices
Apply cybersecurity best practices in daily support activities
Assist with endpoint security, MFA, vulnerability remediation, and compliance efforts
Escalate security incidents per established procedures
Required Qualifications
3–6+ years of IT support experience (MSP experience strongly preferred)
Strong troubleshooting skills across hardware, software, and networking
Proficiency with Microsoft Windows, Microsoft 365, and Active Directory
Experience supporting multiple clients or environments simultaneously
Understanding of TCP/IP, DNS, DHCP, VPNs, and firewall concepts
Excellent communication and customer service skills
Ability to work independently and manage priorities in a fast‑paced environment
Preferred / Nice-to-Have Skills
Experience with Azure, Intune, and cloud migrations
Familiarity with popular MSP tools (RMM, PSA, backup, EDR)
VoIP system support experience
Basic scripting experience (PowerShell preferred)
IT certifications (e.g., CompTIA Network+, Security+, Microsoft, Cisco)
What We Offer
Competitive salary based on experience
Opportunities for growth, training, and certification reimbursement
Exposure to a wide variety of environments and technologies
Supportive, team‑oriented MSP culture
Paid time off and benefits package (as applicable)
Flexible work from home options available.
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401(k) matching
Bonus based on performance
Company parties
Competitive salary
Flexible schedule
Paid time off
Training & development
Help Desk Technician – Level 2 / Level 3
Hybrid / On-site / Remote (as applicable)
Employment Type - Full-Time
About Us
ETS Technology Services is a growing Managed Service Provider (MSP) delivering proactive IT support and consulting services to small and mid-sized businesses. Our team values accountability, continuous learning, and delivering exceptional customer experiences. This role is ideal for a hands‑on IT professional who enjoys problem‑solving, working directly with clients, and supporting a wide range of technologies.
Role Overview
The Level 2 / Level 3 Help Desk Technician provides advanced technical support to end‑users across multiple client environments. This role escalates issues from Level 1, resolves complex technical problems, assists with projects, and plays a key role in maintaining client satisfaction and operational efficiency.
Key Responsibilities
Technical Support
Provide Level 2 and Level 3 support for desktops, laptops, servers, cloud services, and network infrastructure
Troubleshoot and resolve complex hardware, software, and connectivity issues
Serve as an escalation point for Level 1 technicians
Support Windows and macOS environments, including user and device management
Manage and resolve tickets within defined SLAs using an ITSM/ticketing system
Systems & Infrastructure
Administer Microsoft 365 (Exchange, Entra ID/Azure AD, SharePoint, Teams, Intune)
Support on‑prem and cloud‑based servers (Windows Server, basic Linux a plus)
Configure and troubleshoot networking components (firewalls, switches, VPNs, Wi‑Fi)
Assist with backup, disaster recovery, and security solutions
Monitor and remediate alerts from RMM and security tools
Client & MSP Operations
Communicate clearly with clients regarding issues, resolutions, and best practices
Document solutions, procedures, and client environments accurately
Participate in onboarding new clients and supporting offboarding transitions
Assist with IT projects such as migrations, deployments, and hardware refreshes
Recommend improvements to systems, processes, and security posture
Security & Best Practices
Apply cybersecurity best practices in daily support activities
Assist with endpoint security, MFA, vulnerability remediation, and compliance efforts
Escalate security incidents per established procedures
Required Qualifications
3–6+ years of IT support experience (MSP experience strongly preferred)
Strong troubleshooting skills across hardware, software, and networking
Proficiency with Microsoft Windows, Microsoft 365, and Active Directory
Experience supporting multiple clients or environments simultaneously
Understanding of TCP/IP, DNS, DHCP, VPNs, and firewall concepts
Excellent communication and customer service skills
Ability to work independently and manage priorities in a fast‑paced environment
Preferred / Nice-to-Have Skills
Experience with Azure, Intune, and cloud migrations
Familiarity with popular MSP tools (RMM, PSA, backup, EDR)
VoIP system support experience
Basic scripting experience (PowerShell preferred)
IT certifications (e.g., CompTIA Network+, Security+, Microsoft, Cisco)
What We Offer
Competitive salary based on experience
Opportunities for growth, training, and certification reimbursement
Exposure to a wide variety of environments and technologies
Supportive, team‑oriented MSP culture
Paid time off and benefits package (as applicable)
Flexible work from home options available.
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