IT Service Desk L2 Engineer

Overview of 66degrees

66degrees is a leading consulting and professional services company specializing in developing AI-focused, data-led solutions leveraging the latest advancements in cloud technology. With our unmatched engineering capabilities and vast industry experience, we help the world's leading brands transform their business challenges into opportunities and shape the future of work.

At 66degrees, we believe in embracing the challenge and winning together. These values not only guide us in achieving our goals as a company but also for our people. We are dedicated to creating a significant impact for our employees by fostering a culture that sparks innovation and supports professional and personal growth along the way. 

Role Overview 

The IT Service Desk L2 Engineer plays a critical role in providing advanced technical support and troubleshooting for complex IT issues. This role requires a deep understanding of system administration, server management, storage solutions, networking, firewalls, cybersecurity, and cloud platforms. The L2 Engineer acts as an escalation point for the Service Desk and works closely with other IT teams to resolve incidents and fulfill service requests.

Responsibilities

• Provide advanced technical support and troubleshooting for complex IT issues escalated from the Service Desk.
• Manage and maintain applications, server infrastructure, including operating systems, hardware, and virtualization platforms.
• Administer storage solutions, ensuring data availability, integrity, and performance.
• Configure and manage network devices, including routers, switches, and wireless access points.
• Implement and maintain firewall rules and security policies to protect the network infrastructure.
• Monitor and respond to security incidents, conducting investigations and implementing remediation measures.
• Support and manage cloud platforms, including infrastructure as a service (IaaS), platform as a service (PaaS), and software as a service (SaaS).
• Document technical procedures, troubleshooting steps, and knowledge base articles.
• Participate in on-call rotation to provide after-hours support.
• Manage Incidents and Major Incidents, including investigation, diagnosis, resolution, and escalation, ensuring adherence to Service Level Agreements (SLAs).
• Conduct Problem Management to identify and address root causes of recurring incidents, preventing future occurrences.
• Participate in Change Management processes, assessing risks, implementing changes, and minimizing service disruptions.
• Fulfill Service Requests efficiently, providing timely and accurate solutions to user requirements.

Key Skill set -

Cloud Platforms

• Experience with cloud platforms such as Google Cloud, AWS, Azure.
• Knowledge of cloud services such as compute, storage, and networking.

SSO and IDP Solutions-

• Comprehensive expertise in SSO technologies is mandated.
• Expertise in SAML ensuring secure and seamless user access to applications and services.
• Strong knowledge on OAuth and its protocols.
• Expertise in configuration and administration of OTP authentication.
• Experience with Identity Providers (IDPs) for managing user identities and authentication.

Deep understanding of SPF, DKIM, and DMARC for email security and anti-spoofing measures.

• Knowledge of BIMI for enhancing brand trust and recognition in email communications.

System Administration

• Advanced knowledge of Mac and Windows operating systems.
• In-depth knowledge of Rippling, Atlassian, Google Workspace, Salesforce, Jira Service Management, and Chrome Management.
• Experience with a Source of Truth Directory, DNS, DHCP, and other core infrastructure services.
• Proficiency in scripting languages such as PowerShell, Bash, and Shell.
• Advanced troubleshooting of Mac OS issues.
• Experience with Mac OS device management tools with understanding of complex hardware asset management protocols (e.g., Jamf, Jumpcloud, Kandji).

• Knowledge of virtualization technologies such as VMware, Hyper-V, and Google Cloud Shell.

Experience with Google Cloud Compute Engine, including VM instance management and scaling.

• Knowledge of Google Kubernetes Engine (GKE) for container orchestration.

Storage

• Knowledge of storage protocols such as iSCSI and NFS, and SFTP.
• Understanding of data backup and recovery procedures.
• Experience with Google Cloud Storage, including object storage and data lifecycle management.
• Knowledge of Google Cloud Persistent Disk and other storage options.

Network

• Strong understanding of networking concepts, including TCP/IP, routing, and switching.
• Experience with network devices such as routers, switches, and firewalls.
• Knowledge of network monitoring and troubleshooting tools.

Firewall

• Experience with firewall configuration and management for MacOS and Windows.
• Knowledge of security policies and intrusion detection/prevention systems.
• Understanding of network security best practices.

Cybersecurity

• Knowledge of cybersecurity threats and vulnerabilities.
• Experience with security incident response and remediation.
• Understanding of security tools and technologies.

Qualifications

• Bachelor's degree or related certifications in Information Technology.
• 5-7 years of experience in IT support or system administration.

66degrees is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, religion, sex, gender, gender identity, national origin, age, weight, height, marital status, sexual orientation, veteran status, disability status or other legally protected class.