Job Description
Description
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We are seeking a highly capable Level 2 Technical Support Engineer to join our Managed Services team. This role is responsible for providing advanced technical support across a multi-client environment, with a strong emphasis on network infrastructure, troubleshooting, and escalation management.\nThe ideal candidate thrives in a fast-paced MSP setting, demonstrates strong problem-solving skills, and can independently manage complex incidents while maintaining exceptional client experience.\n\nKey Responsibilities\n\nServe as the primary escalation point for L1 support on complex technical issues\nDiagnose and resolve advanced infrastructure, networking, and system-related incidents\nManage ticket queues to ensure SLA adherence and timely resolution\nPerform root cause analysis and implement preventive measures\n\nNetworking (Core Focus)\n\nTroubleshoot and support:\n\nLAN/WAN environments\nRouting & switching (VLANs, STP, etc.)\nFirewalls (Fortinet, Cisco, Palo Alto, etc.)\nVPN technologies (site-to-site, client VPN)\n\nMonitor and maintain network performance across multiple client environments\nAssist in configuring and deploying network devices and solutions\nSupport SD-WAN and cloud networking where applicable\n\nSupport mixed environments including:\n\nWindows Server (Active Directory, DNS, DHCP, Group Policy)\nMicrosoft 365 / Azure (identity, authentication, conditional access)\nVirtualization platforms (VMware/Hyper-V)\n\nPerform system maintenance, patching, and upgrades\n\nClient & Service Delivery\n\nCommunicate effectively with clients to provide updates and technical guidance\nTranslate technical issues into business impact for non-technical stakeholders\nParticipate in client onboarding and infrastructure assessments\n\nContinuous Improvement\n\nContribute to knowledge base documentation and standard operating procedures\nIdentify recurring issues and recommend automation or process improvements\nSupport project teams on implementations and migrations when needed\n\nRequired Qualifications\n\n3–5+ years of experience in a technical support or MSP environment\nStrong hands-on experience with network troubleshooting and administration\nSolid understanding of:\n\nTCP/IP, DNS, DHCP, VPNs\nRouting and switching fundamentals\n\nExperience with firewall configuration and management\nProficiency in Windows Server environments and Microsoft 365\nExperience working within a ticketing system (ServiceNow, ConnectWise, etc.)\n\nPreferred Qualifications\n\nIndustry certifications such as:\n\nCCNA / CCNP\nCompTIA Network+ or Security+\nMicrosoft (Azure / M365) certifications\n\nExperience supporting multi-tenant environments\nFamiliarity with monitoring tools (NOC tools, RMM platforms)
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Skills
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Technical support, Customer service, Troubleshooting, Help desk support
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Top Skills Details
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Technical support,Customer service,Troubleshooting,Help desk support
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Additional Skills & Qualifications
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Instructions: Answers must include reasoning and troubleshooting steps. Short or vague answers\nwill not be considered.\n\nQ1 — DNS / Connectivity\nA user reports:\n- They are connected via Ethernet\n- They can ping 8.8.8.8 successfully\n- They cannot access any websites in a browser\n- Other users in the office are working normally\nExplain the root cause, commands/tools you would use, and steps to resolve.\n\nQ2 — APIPA / DHCP Failure\nA workstation shows an IP address of 169.254.x.x (wired desktop).\nOther devices are working. The user was working earlier that morning.\nExplain what this indicates, 3 possible causes, and your troubleshooting process.\n\nQ3 — Intermittent Network Drops\nMultiple users experience random disconnects (WiFi + wired).\nInternet drops for 30–60 seconds and returns.\nExplain your Layer 1–7 troubleshooting approach and what you check first vs later.\n\nQ4 — Boot Failure\nA workstation reboots before login (also in Safe Mode).\nYou have access to WinRE.\nProvide likely causes and recovery steps (include commands and order).\n\nQ5 — Performance Issue\nUser reports system is extremely slow.\nStarted recently, persists after reboot.\nProvide structured troubleshooting workflow and tools used.\n\nQ6 — Mail Flow Issue\nUser can receive emails and send internally, but external sending fails.\nExplain causes, isolation steps, M365 checks, and resolution.\n\nQ7 — Email Authentication\nExplain SPF, DKIM, DMARC.\nWhat happens if each is misconfigured?\n\nQ8 — Server Offline\nRMM alert: Production server offline during business hours.\nList your first 5 actions in order.\n\nQ9 — Backup Failure\nBackup failed overnight on a critical server.\nExplain what you check first, how you determine severity, and escalation criteria.\n\nQ10 — Security Alert\nEndpoint flagged for suspicious PowerShell activity.\nExplain possible causes, response steps, logs/tools to check, and whether to isolate.
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Experience Level
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Entry Level
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Job Type & Location
This is a Contract to Hire position based out of Jacksonville, FL.
Pay and Benefits
The pay range for this position is $25.00 - $30.00/hr.
Eligibility requirements apply to some benefits and may depend on your job\n classification and length of employment. Benefits are subject to change and may be\n subject to specific elections, plan, or program terms. If eligible, the benefits\n available for this temporary role may include the following:\n\n
• Medical, dental & vision\n
• Critical Illness, Accident, and Hospital\n
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available\n
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)\n
• Short and long-term disability\n
• Health Spending Account (HSA)\n
• Transportation benefits\n
• Employee Assistance Program\n
• Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Jacksonville,FL.
Application Deadline
This position is anticipated to close on Jun 30, 2026.
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\nAbout TEKsystems\n\n
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
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The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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\nAbout TEKsystems and TEKsystems Global Services \n\n
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
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The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
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Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.