IT Engineer - Level 2 Support

Job Title: IT Engineer - Level 2 Support

Location: Dallas/Ft. Worth, TX.

Employment Type: Full-Time

Job Summary: We are looking for a dedicated IT Engineer to join our Level 2 Support Team. This role is responsible for addressing and resolving complex technical issues, ensuring high levels of customer satisfaction, and maintaining smooth IT operations. The ideal candidate will have a strong foundation in IT systems and platforms, with a particular focus on Linux server management, and experience with BMC Helix ITSM.

Key Responsibilities:

• Provide Level 2 support, resolving incident tickets escalated from Service Desk agents and communicating effectively with clients throughout the process .
• Maintain in-depth knowledge of IT systems and platforms, ensuring the architecture and solutions meet specific business requirements .
• Offer proactive guidance on best practices, cost optimization, security, and performance to enhance customer IT investments .
• Manage and resolve server-related issues, acting as an interface with vendors and supplying subject matter expertise (SME) as required .
• Configure and support Linux Server roles and features, including Apache, NFS, SAMBA, IPTABLES, OpenSSL, NTP, and VNC .
• Monitor client's usage and spending on IT systems and platforms, providing regular reports and insights .
• Support the BMC Helix ITSM service tenant, including incident, problem, service request, knowledge, change, asset work order, release, and task management .
• Provide automation and self-service functionality through BuchananXM Digital Services .

Qualifications:

• Proven experience in IT support, with a strong preference for candidates with Level 2 or higher support experience.
• Familiarity with BMC Helix ITSM and BuchananXM Digital Services .
• Proficiency in managing and configuring Linux servers, particularly with Apache, NFS, SAMBA, IPTABLES, OpenSSL, NTP, and VNC .
• Ability to work collaboratively with Level 1 support personnel, SMEs, and other stakeholders.
• Excellent problem-solving skills and the ability to manage complex technical issues.
• Strong communication and documentation skills.
• Willingness to work in a flexible schedule providing 24x7 support as part of a rotation.

About Buchanan Technologies

Since Buchanan's inception over 30 years ago, we have operated on 5 core values - People Matter, Customers Matter, Principles Matter, Community Matters, and Every Interaction Matters. These values are represented across each facet of the company, from employee relations to client service delivery to corporate social responsibility initiatives and beyond.

Why Work at Buchanan?

At Buchanan Technologies, we offer a great employment experience with a fun but professional work environment, competitive salary, and various employee career advancement programs that add value to your skills and daily life. If you are excited about being part of an energetic team where your contributions are appreciated and hard work is recognized, Buchanan is the place for you.

Things We Are Passionate About

We are passionate about providing top-tier technology services to our customers and clients and fostering a culture of continuous learning for our employees. We are a people-centric company, focused on growth and diversity for our workforce. Come join us and let's build something amazing together.