Job Description
Job Description
TrnDigital is looking to hire a Level 2 Support Engineer to join our growing Managed Services Practice. This role includes supporting client tickers and working on IT projects. The role will handle incoming service tickets/calls related to desktop support, Microsoft 365, and general IT issues. The role demands high responsiveness, professionalism, and problem-solving abilities. You will be expected to resolve tickets independently, escalate when necessary, and maintain clear communication with clients.
This is a full time role based in our Newton Office 5 days per week.
Responsibilities
• Troubleshoot escalated Microsoft 365 issues (Exchange Online, Teams Telephony, Purview Compliance, etc.)
• Manage advanced endpoint issues (driver issues, remote provisioning, BitLocker recovery, etc.)
• Perform root cause analysis for recurring issues.
• Assist in onboarding/offboarding automation (Intune, Autopilot, etc.)
• Monitor and remediate alerts from RMM tools
• Participate in patching, vulnerability mitigation, and update rollouts
• Assist with calls to the helpdesk and provide remote desktop support
• Build/Image laptops for clients based on Standard Operating Procedures
Required Skills & Qualifications
• 4+ years of experience in IT support, MSP experience preferred
• Strong knowledge of Microsoft 365 (Outlook, Teams, SharePoint, Admin Center)
• Familiarity with Active Directory, DNS, DHCP, basic network troubleshooting
• Experience with RMM and PSA tools
• Excellent verbal and written communication skills
• Ability to work independently and prioritize tickets
• High attention to detail and client satisfaction focus
Preferred Qualifications
• Microsoft 365 Fundamentals or Modern Desktop Administrator Certification
• Experience supporting Intune, Autopilot, or Defender for Endpoint
• Familiarity with scripting (PowerShell) for automation tasks
Success Metrics
• Average response time to tickets
• First-call/first-touch resolution rate
• Customer Satisfaction (CSAT) feedback scores
• Ticket closure rate within SLA
Company DescriptionWe’re a niche company specializing in handpicked areas where we can deliver top-notch quality through our team of full-stack consultants. We’re nimble, flexible, and have multiple models of engagement that will provide business value at every step.
Company Description
We’re a niche company specializing in handpicked areas where we can deliver top-notch quality through our team of full-stack consultants. We’re nimble, flexible, and have multiple models of engagement that will provide business value at every step.