Level 2 Support Engineer

Apollo Technical has an immediate need for a Level 2 Support Engineer in the south west Charlotte NC area

We are seeking an experienced Level 2 Support Engineer to serve as an escalation point for complex technical issues across Microsoft 365, cloud, endpoint, network, and security environments in a fast-paced MSP setting. You will resolve escalated tickets, improve client environments, reduce repeat incidents, and deliver high-quality support from first touch through resolution.

Key Responsibilities

• Provide escalated support for Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Microsoft Entra ID, Intune, Windows desktop/Server, networking, VoIP, and client infrastructure.
• Manage identity/access (AD, Entra ID, MFA, Conditional Access, hybrid identity) and deploy/configure endpoints via Intune, Autopilot, compliance policies, and security baselines.
• Troubleshoot networking (VPN, firewall, wireless, switching, routing, DNS, DHCP), backup/DR tools, LOB applications, printers, and peripherals.
• Collaborate with L1/L3 teams, vendors, and clients; document all work in the PSA/ticketing system and knowledge base.
• Perform root-cause analysis, recommend permanent fixes, support deployments/upgrades/patching, and use PowerShell/RMM/automation to improve efficiency.
• Maintain SLAs, clear client communication, and high customer satisfaction while contributing to SOPs and team standards.

Qualifications

• 3+ years IT support, systems administration, or MSP experience with Level 2 escalation preferred.
• Strong Microsoft 365, Entra ID, Intune, Windows Server/AD/GPO, and hybrid infrastructure experience.
• Solid networking fundamentals (TCP/IP, VLANs, VPN, wireless, firewalls) and familiarity with backup/DR, endpoint security, and basic cybersecurity practices.
• Proven troubleshooting, root-cause analysis, and customer communication skills; prior project experience (M365 migrations, endpoint deployments, network upgrades) preferred.
• PowerShell/scripting and RMM experience a plus. Low-voltage/cabling experience helpful but not required.

Soft Skills

Ownership, strong problem-solving, clear communication (technical and non-technical), effective time management, and integrity in follow-through and documentation. This is not a call-center role. You will handle a variety of meaningful technical work from remote support and projects in the office to on-site installations and infrastructure at client locations.

If interested email resumes to ryanb@apollotechnical.com or apply online