Level 2 Service Desk Engineer
Winston-Salem, North Carolina | On-Site / Hybrid / Remote | U.S.-Based Only | Full-Time
Not Currently Accepting Applications
Future Opportunity — Not Currently Hiring
Position Overview
NOCDOC is seeking an experienced Level 2 Service Desk Engineer to join our 24×7 Service Desk team. This role provides advanced technical support for end users while serving as the primary escalation point for incidents that cannot be resolved by Level 1 analysts.
As a Level 2 Service Desk Engineer, you will troubleshoot complex desktop, operating system, Microsoft 365, endpoint, identity, and connectivity issues across a diverse portfolio of managed services clients. In addition to resolving technical incidents, you will mentor Level 1 analysts, contribute to process improvements, and help maintain the high standard of customer experience that defines our Service Desk.
This position requires strong technical troubleshooting skills, excellent customer service, and the ability to manage multiple priorities while meeting Service Level Agreements (SLAs). You will collaborate closely with infrastructure, networking, cybersecurity, and client teams to ensure timely resolution of incidents and requests.
This position may be performed remotely or from our office facilities. Candidates must be comfortable supporting a 24×7 operational environment, including scheduled evening, overnight, weekend, holiday, and on-call rotations as required.
Key Responsibilities
- Serve as the primary escalation point for technical issues escalated from Level 1 Service Desk Analysts, including via phone, chat, and ticket escalation
- Answer incoming phone calls for escalated and complex support requests, providing direct customer support when needed
- Own assigned tickets through to resolution, ensuring accurate documentation, timely updates, and SLA compliance across the ticket lifecycle
- Troubleshoot and resolve advanced desktop, operating system, Microsoft 365, endpoint, and connectivity issues
- Support Windows and macOS workstations, laptops, mobile devices, printers, and peripheral equipment
- Administer user accounts, permissions, Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365, Exchange Online, Microsoft Teams, VPN access, and related identity services
- Install, configure, and maintain desktop operating systems, applications, and endpoint devices
- Troubleshoot TCP/IP networking, DNS, DHCP, Wi-Fi, VPN, and remote connectivity issues
- Utilize remote support tools to diagnose and resolve customer issues efficiently
- Assist with workstation deployments, hardware refreshes, operating system migrations, and user profile migrations
- Develop, maintain, and improve Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles
- Document all incidents, troubleshooting activities, and resolutions within the ticket management system
- Mentor Level 1 analysts by providing technical guidance, coaching, and knowledge sharing
- Collaborate with engineering, infrastructure, and security teams to resolve complex technical issues
- Identify opportunities to improve operational processes, documentation, and customer satisfaction
- Support endpoint security activities including security configuration validation, patching, software updates, and remediation of identified risks
- Follow secure access management procedures including account provisioning, modification, deprovisioning, MFA support, and permission changes
- Identify and escalate security-related events such as phishing attempts, malware alerts, suspicious activity, and unauthorized access attempts
- Maintain accurate asset, user, and configuration documentation to support operational visibility and security requirements
Required Qualifications
- Associate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and professional experience
- Minimum of 3 years of experience in a Service Desk, Help Desk, Managed Service Provider (MSP), or enterprise IT support environment
- Demonstrated commitment to delivering exceptional customer service
- Strong experience supporting Windows 10/11, macOS, Microsoft 365, Microsoft Office, Active Directory, Microsoft Entra ID (Azure AD), Microsoft Teams, and Exchange Online
- Experience supporting desktop hardware, laptops, printers, mobile devices, and endpoint peripherals
- Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and remote access technologies
- Experience using IT Service Management (ITSM) and ticket management platforms
- Strong troubleshooting, analytical, and problem-solving skills
- Excellent written and verbal communication skills
- Ability to prioritize work while meeting SLA commitments
- Basic understanding of cybersecurity concepts including endpoint security, identity and access management, MFA, security patching, vulnerability remediation, and phishing/malware awareness
- Ability to follow documented security procedures and operational controls
Preferred Qualifications
- Experience working within a Managed Service Provider (MSP)
- Experience with PowerShell scripting or automation
- Experience supporting Microsoft Intune and endpoint management
- Experience performing Microsoft 365 tenant migrations
- Experience supporting remote workforce environments
- Familiarity with ITIL-based incident, request, problem, and change management processes
- Experience supporting endpoint security platforms such as Microsoft Defender, SentinelOne, CrowdStrike, Sophos, or similar technologies
- Familiarity with security frameworks or operational standards such as CIS Controls, NIST Cybersecurity Framework, or similar security practices
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft 365 Certified: Endpoint Administrator Associate
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft 365 Certified: Fundamentals (MS-900)
- ITIL 4 Foundation
- ISC2 Certified in Cybersecurity (CC)
Technical Skills
End-User Support
- Windows 10/11
- macOS
- Microsoft 365
- Microsoft Office
- Exchange Online
- Microsoft Teams
- Desktop hardware
- Mobile device support
- Printer and peripheral support
Identity & Endpoint Management
- Active Directory
- Microsoft Entra ID (Azure AD)
- Group Policy
- User administration
- Microsoft Intune
- Endpoint configuration
- User profile migrations
Networking
- TCP/IP
- DNS
- DHCP
- Wi-Fi
- VPN
- Remote access
- Basic LAN/WAN troubleshooting
Service Desk Operations
- Incident management
- Request fulfillment
- ITSM platforms
- Remote support tools
- Documentation
- Knowledge base management
- SLA management
- Customer communication
- Change management
- Access management
- Asset management
- Security documentation
- Escalation procedures
Security & Compliance Support
- Endpoint security fundamentals
- Identity and access management
- Multi-factor authentication (MFA)
- Security event escalation
- Vulnerability remediation support
- Secure configuration practices
- Asset and software inventory awareness
- CIS Controls awareness
Professional Skills
- Communication
- Customer service
- Analytical thinking
- Problem solving
- Attention to detail
- Organization
- Mentoring
- Team collaboration
- Time management
Career Growth Opportunity
This position provides a clear path toward Senior Service Desk Engineer, Systems Administrator, Infrastructure Engineer, Cloud Engineer, Network Operations, or Security Operations roles. Engineers gain hands-on experience with enterprise Microsoft technologies, endpoint management, cloud services, automation, cybersecurity practices, CIS Controls-aligned operations, and managed services environments while building advanced technical and leadership skills.
Schedule
- Scheduled day, evening, and overnight shifts
- Weekend and holiday coverage
- On-call rotation as required
- Occasional overtime based on business needs
Benefits
About NOCDOC
NOCDOC is a U.S.-based technology operations company with more than 35 years of experience delivering Security Operations Center (SOC), Network Operations Center (NOC), Service Desk, Network Engineering, Automation, and Managed Security Services.
Supporting organizations across North America and internationally, NOCDOC delivers responsive, customer-focused technology operations that help businesses improve reliability, security, and operational efficiency.
At NOCDOC, we invest in our people through continuous learning, mentorship, and career development, providing opportunities to grow into advanced engineering, automation, architecture, and technical leadership roles.