Level 2 Help Desk Engineer

About Us

Charlotte IT Solutions Consulting is an minority-owned Managed Services & Security provider with over 15 years of experience. We provide reliable and secure IT support and strategic technology guidance to a diverse clientele. As one of a select few minority-owned winners of the Charlottes Business Journal’s Best Places to Work competition, we’re proud of the transparency and teamwork at all levels of our company, where our staff work closely together to consistently strive to make client success our success. Our tenured team of passionate problem solvers are empowered to make a difference in how our business is run and reap ongoing professional and financial rewards for their dedication and commitment.

The Ideal Candidate

The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service. This person is expected to be a significant contributor to the helpdesk team.

Job Brief

The Level 2 Helpdesk Engineer is responsible for remote management support of multiple client networks of various sizes and levels of complexity. This position requires handling a full range of tasks, including desktop, server, network, and mobile device support – providing superior service with limited to no supervision consistently.


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Technical Skills:

  • 5+ years of Desktop, Server, & Networking Technical Support or related experience.
  • Experience with any of the following: Autotask, Syncro RMM, Avast or other related MSP software experience
  • Networking Products, Ubiquiti, SonicWall, Cisco, VMWare, Dell
  • Good understanding of Active Directory: manipulating users/groups and doing Office 365 Administration.
  • PC/Workstation migration and setup
  • Experience configuring and troubleshooting firewalls/switches, wireless access points and VLANs.
  • Experience configuring and troubleshooting Office 365 and Microsoft’s Software/Applications.
  • Experience configuring and troubleshooting Windows Server & Windows Workstations
  • Experience configuring and troubleshooting MAC workstations
  • Knowledge of networking fundamentals (TCP/IP, subnetting, routing) and essential server administration (Active Directory user/group management, Exchange mailbox creation)
  • Ability to troubleshoot and configure hardware such as printers, laptops, etc.
  • Good understanding of firewalls to get clients remotely connected with VPN.
  • Experience working with and providing support utilizing Remote Management Tools.

Experience with the following:

  • Windows Server 2008-19
  • Remote Desktop Services
  • Active Directory and Group Policy
  • Microsoft Exchange 2010-16 and/or Office 365 Exchange Online
  • VMWare and/or Hyper-V
  • Remote Access VPNs

Business skills:

Management and/or troubleshooting of the following technologies:

  • Confident and comfortable with client facing activity
  • Strong communication skills both written and verbal
  • Great personality
  • Understands we all fail at times but does not give up
  • Loves working in a team environment
  • Professionalism
  • Time management
  • Detail oriented and comfortable with providing good documentation

Desired Skills: (But not required. Relevant experience will work)

  • Microsoft Certified Desktop Support Technician (MCDST)
  • Microsoft Certified Technology Specialist (MCTS)
  • Microsoft Certified IT Professional (MCITP)
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Server+
  • Wifi Access Points
  • Routers and Switches
  • AutoTask PSA
  • Syncro RMM
  • VoIP Phones Systems

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.