IT Support Engineer (L2) – Generalist IT

About ProcDNA:

ProcDNA is a global rocket ship in life sciences consulting. We fuse design thinking with cutting-edge tech to create game-changing Commercial Analytics and Technology solutions for our clients. We're a passionate team of 350+ across 8 offices, all growing and learning together since our launch during the pandemic. Here, you won't be stuck in a cubicle - you'll be out in the open water, shaping the future with brilliant minds. Ready to join our epic growth journey?

Role Summary

ProcDNA is seeking an experienced and proactive IT Support Engineer (L2) to support and manage day-to-day IT operations across end-user computing, Microsoft 365, collaboration platforms, and cloud environments. This role goes beyond first-level support and focuses on advanced troubleshooting, platform administration, issue ownership, and mentoring of L1 engineers.

The L2 Engineer acts as a key escalation point, supports cloud and collaboration platforms (M365, SharePoint, Azure, AWS), and ensures stable, secure, and efficient IT services aligned with business needs.

Key Responsibilities:

Advanced End-User & Workplace Support

• Act as an L2 escalation point for end-user issues unresolved by L1 support.
• Troubleshoot complex issues related to desktops, laptops, operating systems, peripherals, and enterprise applications.
• Provide advanced support for email, VPN, collaboration tools, and productivity platforms.
• Identify recurring issues and implement permanent fixes and preventive measures.

Microsoft 365 & Collaboration Platform Support

• Administer and support Microsoft 365 services, including Outlook, Teams, SharePoint Online, OneDrive, and Entra ID (Azure AD).
• Support SharePoint site access, permissions, structure, and basic troubleshooting.
• Assist with M365 tenant administration, license management, and configuration troubleshooting.
• Support user onboarding/offboarding with proper access provisioning and deprovisioning.

Cloud Infrastructure Support (Azure & AWS)

• Provide operational support for Azure and AWS environments, including:
  • User access and role assignments
  • VM access issues and basic cloud resource troubleshooting
  • Connectivity and identity-related issues
• Assist in monitoring cloud resources and escalating performance, availability, or security issues as needed.
• Support cloud-related requests from internal teams under defined processes.

Identity, Access & Account Management

• Manage Active Directory / Entra ID users, groups, and access permissions.
• Support identity synchronization issues and access-related incidents.
• Conduct periodic access checks and support role-based access requests.
• Ensure timely and accurate execution of joiners, movers, and leavers (JML) processes.

Incident, Ticket & Escalation Management

• Own and resolve L2 tickets independently, ensuring quality resolution and documentation.
• Perform root cause analysis (RCA) for repeated incidents and recommend improvements.
• Escalate issues to L3 / platform teams when required, with complete diagnostics and context.
• Ensure adherence to SLAs, priorities, and escalation guidelines.=

Hardware, Asset & Endpoint Support

• Support advanced hardware diagnostics and coordinate repairs or replacements.
• Maintain and validate asset inventory records, ownership, and lifecycle data.
• Support endpoint configuration, patching, and basic security posture checks.

Documentation, Knowledge & Continuous Improvement

• Create and maintain knowledge base articles, SOPs, and troubleshooting guides.
• Mentor and guide L1 support engineers, improving overall support quality.
• Identify opportunities to improve processes, automation, and user experience.
• Ensure compliance with internal IT policies and service standards.

Required Technical Skills

• Strong troubleshooting skills across hardware, software, and operating systems.
• Hands-on experience with Microsoft 365 administration and collaboration tools.
• Working knowledge of SharePoint Online (access, permissions, site issues).
• Experience supporting Azure and AWS environments at an operational level.
• Solid understanding of Active Directory / Entra ID, identity, and access management.
• Experience with ITSM / ticketing tools (ServiceNow, Freshservice, Jira, Zendesk, etc.).
• Experience with remote support tools (RDP, TeamViewer, AnyDesk).
• Good understanding of networking fundamentals (DNS, IP addressing, VPN, LAN/WAN).

Qualifications & Experience

• Minimum 5+ years of experience in IT Support / End-User Computing / IT Operations roles.
• At least 2 years in an L2 or equivalent advanced support role.
• Proven experience supporting Microsoft 365, SharePoint, and cloud platforms (Azure & AWS).
• Experience working in fast-paced, multi-user environments.
• Willingness to work in rotational shifts or extended hours when required.

Communication & Interpersonal Skills

• Strong verbal and written communication skills.
• Ability to interact confidently with technical and non-technical stakeholders.
• Strong ownership, accountability, and problem-solving mindset.
• Ability to mentor junior engineers and collaborate with cross-functional teams.

Preferred (Nice to Have)

• Exposure to ITIL-based service management practices.
• Basic understanding of endpoint security, device compliance, or cloud security concepts.
• Experience supporting remote or globally distributed teams.
• Cloud or Microsoft certifications (AZ-900, MS-900, AWS Cloud Practitioner – a plus).