IT Level 2 Support Engineer MSP

At OSA, an IT Level 2 Support Engineer is responsible for providing advanced IT support to our clients, focusing on troubleshooting complex technical issues, maintaining documentation, and exploring new technologies to improve service delivery. With your background in managed IT services, you'll enable our clients to overcome their technology pain points effectively.

The ideal candidate for the IT Level 2 Support Engineer position at OSA should possess at least 3 years of advanced IT support experience, particularly in a managed services environment. Proficiency in PowerShell scripting, along with advanced knowledge of server, firewall, networking, and cloud technologies like O365 and Azure, is crucial.

As an IT Level 2 Support Engineer at OSA, you can expect a collaborative and supportive work environment, whether you choose to work from our Santiago office or through our remote work-from-home option. We emphasize teamwork and effective communication to foster innovation and growth.

Essential skills for the IT Level 2 Support Engineer role at OSA include excellent English language communication skills, both written and verbal, strong troubleshooting abilities, proficiency in PowerShell scripting, and advanced technical knowledge in server management, networking, and cloud technologies. Being organized and process-driven is also vital.

At OSA, we believe in continuous employee development. Our IT Level 2 Support Engineers are encouraged to research and explore new technologies, participate in training, and collaborate with peers to enhance their skillsets and advance their career paths within a supportive framework.

Working as an IT Level 2 Support Engineer at OSA offers numerous benefits, including a competitive salary, flexible work arrangements, weekly payments, weekends off, and the opportunity to work on exciting projects. You’ll also thrive in a culture that values team collaboration.

An IT Level 2 Support Engineer at OSA provides comprehensive support that includes resolving technical issues, implementing managed IT services, ensuring system reliability, and tailoring solutions to mitigate clients’ technology-related challenges. Your role will be critical in maintaining client satisfaction.

When answering this question, focus on a specific situation where you demonstrated your problem-solving skills. Detail the issue, the steps you took to resolve it, and the positive outcome for the client. Use metrics if possible to quantify your success.

Explain your approach to time management and prioritization. Discuss how you assess the urgency of issues, communicate with clients about their needs, and use tools or processes to manage your workload effectively, ensuring all clients receive timely support.

Highlight specific scripting tasks you've successfully completed, tools you’ve created or improved, and how they enhanced operational efficiency. Share a concrete example to demonstrate your programming capabilities within an IT support context.

Discuss your proactive approach to learning, such as following industry publications, participating in forums, attending webinars, or enrolling in online courses. Show your passion for technology and commitment to continuous improvement in your role.

When answering, provide a specific example that illustrates your communication skills. Describe how you simplified technical jargon, used metaphors or analogies, and ensured the client felt comfortable asking questions to enhance their understanding.

Outline the documentation methods you’ve employed in previous roles. Discuss how keeping clear, structured service call notes helps in training, future troubleshooting, and maintaining consistent service levels, showcasing your organization skills.

Provide specific instances where you've implemented or managed O365 and Azure within your previous roles. Emphasize your ability to troubleshoot, set up, or optimize service features to enhance user experience and operational efficiency.

Describe a strategy for managing stress and securing client satisfaction. Explain the importance of calmness, active listening, and professional communication under pressure. Share a past experience where you turned a challenging situation into a positive outcome.

Your response should reflect on the satisfaction of resolving issues, helping clients succeed, or the thrill of working with evolving technologies. Illustrate your passion for the role while connecting it to your desire for a long-term career at OSA.

Discuss your research methods, such as utilizing tech blogs, forums, webinars, training sessions, and community groups. Mention any specific technologies you are currently exploring and your rationale for their relevance in IT support.