Qlick IT
Website:
qlick.nl
Seniority: Entry level
Job details:
We are looking for an experienced L2 Technical Support Engineer to join our technical support/NOC team. The ideal candidate will have strong troubleshooting skills across Windows systems, networking, Microsoft 365, servers, monitoring tools, and endpoint management, with the ability to independently investigate and resolve escalated technical issues.
The role will involve a combination of NOC operations, infrastructure monitoring, incident troubleshooting, remote technical support, and end-user assistance.
Key ResponsibilitiesInfrastructure & NOC Support
- Monitor servers, workstations, network devices, and critical infrastructure using RMM/monitoring tools.
- Investigate and resolve alerts related to CPU, memory, disk space, Windows services, backups, patches, and system availability.
- Troubleshoot server and workstation performance issues.
- Monitor and troubleshoot network connectivity, packet loss, DNS, DHCP, VPN, and firewall-related issues.
- Perform proactive maintenance and identify recurring issues before they impact users.
- Handle escalated L1 tickets and provide appropriate technical resolutions.
- Document troubleshooting steps, root cause, and resolution details in the ticketing system.
Windows & Server Support
- Troubleshoot Windows Server and Windows workstation issues.
- Troubleshoot Event Viewer errors, Windows services, Group Policy, Windows Updates, and system performance problems.
- Perform basic-to-intermediate troubleshooting of Active Directory, DNS, DHCP, and Group Policy.
- Assist with Windows patching, upgrades, and remediation of failed patches.
- Troubleshoot disk, memory, CPU, and application-related issues.
- Support virtualization environments such as VMware/Hyper-V.
Microsoft 365 & Cloud Support
- Provide L2 support for Microsoft 365 services.
- Troubleshoot Microsoft Entra ID/Azure AD, user authentication, account access, and synchronization issues.
- Troubleshoot Outlook, Teams, OneDrive, SharePoint, and Microsoft 365 applications.
- Assist with MFA, user provisioning, permissions, and access-related issues.
- Basic understanding of Azure services is preferred.
Networking Support
- Troubleshoot LAN/WAN connectivity issues.
- Diagnose DNS, DHCP, TCP/IP, VPN, and routing issues.
- Troubleshoot switches, firewalls, access points, and network connectivity.
- Use tools such as ping, tracert, nslookup, ipconfig, and PowerShell for troubleshooting.
- Identify whether an issue is related to the endpoint, network, ISP, or infrastructure and escalate appropriately.
End-User / Remote Support
- Provide remote technical assistance to users for hardware, software, connectivity, and application issues.
- Troubleshoot Windows login, application, printer, peripheral, and workstation problems.
- Assist users with Microsoft 365 applications and account/access issues.
- Communicate clearly with users while troubleshooting technical issues remotely.
- Escalate issues to L3, vendors, or client teams when required.
Backup & Security
- Monitor backup jobs and investigate backup failures.
- Perform basic troubleshooting of backup solutions and verify successful backup completion.
- Assist with endpoint security and antivirus/EDR-related issues.
- Investigate suspicious system activity and escalate potential security incidents.
- Follow security and access-control best practices.
Required Skills
- 2–4 years of experience in IT Support, NOC, System Administration, or Technical Support.
- Strong troubleshooting and analytical skills.
- Good knowledge of Windows 10/11 and Windows Server.
- Working knowledge of Active Directory, DNS, DHCP, and Group Policy.
- Good understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN, VLANs, and firewalls.
- Experience with RMM/monitoring and ticketing systems.
- Experience troubleshooting Microsoft 365 issues.
- Basic PowerShell/command-line troubleshooting skills.
- Good understanding of incident, escalation, and ticket management.
- Strong written and verbal communication skills.
- Ability to work independently and manage multiple technical issues simultaneously.
Good to Have
- Experience with RMM tools such as NinjaOne, ConnectWise, Datto, Kaseya, or similar.
- Experience with PSA/ticketing platforms.
- Knowledge of Microsoft Entra ID, Intune, and Azure.
- VMware/Hyper-V experience.
- Experience with backup solutions such as Veeam or similar.
- Knowledge of endpoint security/EDR solutions.
- Basic scripting or automation experience with PowerShell.
- IT certifications such as CompTIA A+/Network+, Microsoft, Azure, or CCNA.
Key Performance Expectations
- Resolve L2 incidents within defined SLA targets.
- Maintain high-quality and detailed ticket documentation.
- Minimize recurring incidents through proactive troubleshooting.
- Identify opportunities for automation and process improvement.
- Escalate complex issues with complete troubleshooting information.
- Maintain strong customer satisfaction while handling technical issues.
Work Environment
- Remote technical support and infrastructure monitoring.
- Support for multiple clients/environments.
- May require rotational shifts, after-hours support, or on-call coverage depending on business requirements.
- Exposure to a wide range of technologies and IT environments.
Click on Apply to know more.
