Professional Services Engineer - Level 2

Job Title

Professional Services Engineer - Level 2

Department

Professional Services


Reports To

Service Manager

Position Summary

The Professional Services Engineer (Level 2) is responsible for designing, implementing, and supporting client IT solutions as part of project-based engagements. This role focuses on executing moderately complex infrastructure, cloud, security, and networking projects while maintaining strong client communication and documentation standards. The Level 2 Engineer works independently on assigned tasks and collaborates with senior engineers on more advanced designs and implementations.

Key Responsibilities

Technical & Project Delivery

• Implement and support project-based solutions including:
  • Microsoft 365, Azure AD/Entra ID, and related cloud services
  • Server and storage deployments (physical and virtual)
  • Network infrastructure (firewalls, switches, wireless)
  • Backup, disaster recovery, and security solutions
• Execute project tasks according to defined scope, timelines, and best practices
• Perform system migrations, upgrades, and standardizations
• Identify technical risks or scope concerns and escalate appropriately
• Assist with troubleshooting escalated issues related to deployed solutions

Client Engagement

• Serve as a technical point of contact during professional services engagements
• Communicate clearly with clients regarding project status, expectations, and outcomes
• Maintain a professional, consultative presence onsite and remotely
• Provide basic end-user or client IT staff knowledge transfer when appropriate

Documentation & Process

• Create and maintain accurate project documentation, including:
  • Network diagrams
  • Configuration details
  • Implementation notes
• Follow established MSP standards and processes
• Contribute to internal knowledge base articles and technical runbooks

Collaboration & Growth

• Work closely with Project Managers and Senior Engineers
• Mentor Level 1 engineers when assigned to projects
• Stay current on relevant technologies and industry best practices
• Participate in internal training and certification efforts

Required Skills & Qualifications

• 3+ years of hands-on experience implementing and supporting IT infrastructure in MSP or complex IT environments
• Demonstrated ability to independently deploy and support production systems
• Strong working knowledge of and experience with:
  • Microsoft Windows Server environments, including Active Directory design, Group Policy, DNS, and DHCP
  • Microsoft 365 and Entra ID, including tenant configuration, identity management, licensing, and security controls
  • Virtualization platforms such as VMware, Hyper-V, and or XCP-ng, including host configuration, management, and troubleshooting
  • Storage technologies including iSCSI, SAS, and Fibre Channel, with experience provisioning, presenting, and maintaining storage for virtualized workloads
  • Core networking concepts including TCP/IP, VLANs, firewalls, and VPNs, with the ability to configure and troubleshoot network connectivity issues
• Experience leading or executing IT projects, such as:
  • Server and infrastructure deployments
  • Network refreshes or redesigns
  • Cloud or hybrid migrations
  • Hardware replacements or technology refreshes
• Strong troubleshooting and problem-solving skills with the ability to diagnose root causes across multiple systems
• Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders

Preferred Qualifications

• Hands-on experience designing and deploying Azure infrastructure and supporting hybrid on-premises cloud environments
• Experience working within an MSP toolset, including RMM, PSA, and documentation platforms, with an understanding of how projects transition into managed services
• Practical security experience implementing and supporting controls such as MFA, endpoint protection, and email security solutions
• Industry certifications demonstrating applied knowledge (Microsoft, Cisco, CompTIA, VMware)

Work Environment & Expectations

• Mix of remote, onsite client work, and in-office collaboration
• Occasional after-hours or weekend work for project cutovers
• Ability to lift and move IT equipment (up to 50 lbs)