Help Desk Engineer – Level 2 (Bilingual)

About the role

We are looking for a bilingual Help Desk Engineer (Level 2) to support our US‑based customers. You will work closely with the Level 1 team, handle complex technical issues, liaise with vendors, and contribute to various IT projects.

Key responsibilities

• Administer Active Directory, Group Policy, and server‑based technologies.
• Maintain Windows servers, Office 365/Exchange, and Microsoft Office applications.
• Configure and troubleshoot networks (RDP, DNS, DHCP, VLANs, VPN).
• Design and implement cloud solutions in Azure, Intune, SharePoint, and OneDrive.
• Provide escalation support for hardware and software problems.
• Participate in on‑call rotation and test client backup solutions.
• Apply security measures to protect customer systems and document procedures.

Required profile

• Four or more years of IT support experience, preferably in an MSP environment.
• Strong command of English and bilingual capability.
• Team‑player attitude with a passion for learning new technologies.

Required skills

• Active Directory, Group Policy, Windows Server.
• Office 365, Exchange, Microsoft Office suite.
• Network protocols and services: DNS, DHCP, VLAN, VPN, RDP.
• Cloud platforms: Azure, Intune, SharePoint, OneDrive.
• Networking hardware: firewalls (SonicWALL preferred), routers, switches, wireless APs.
• Virtualization with Hyper‑V.
• Backup and security implementation.