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L2 Service Desk Engineer

Location: 43 Western Boulevard Glastonbury, CT
Type: Full Time
Reports to: Manager, Help Desk

The L2 Service Desk Engineer will be a primary resource for advanced monitoring/technical support of Kelser customers. Inbound technical support (service desk) for managed services customers represents an important portion of responsibility for this position. Specifically, this role is responsible for supporting infrastructure systems and software, such as Windows Desktop, Windows Server, Mac OS, printing, basic network troubleshooting, endpoint security, backup, and mobility. A qualified applicant will be expected to demonstrate effective troubleshooting skills and in-depth knowledge of Windows Operating systems and maintenance principles. This position is external customer facing, so communication and customer service skills are extremely important. A successful candidate in this role will become a very valuable and contributing part of the Kelser culture.

At Kelser, we execute on the fundamental business principle of becoming obsessed with our buyer. This strategy is based on educating, not selling, and can be found in a book called They Ask, You Answer. If you’re energetic and seek to work with a dynamic forward-thinking IT services company, please submit your resume and cover letter to careers@kelsercorp.com

  • Knowledge of cybersecurity concepts
  • Troubleshooting, problem solving, and analytical skills (including root-cause determination)
  • Excellent verbal and written communication skills
  • Associates degree or experience in Computer Science, Engineering, or combination of education and experience
  • Promote Kelser products and services
  • Support Kelser and external customers with:
    • Systems administration
    • Systems monitoring and maintenance
    • Inbound customer support requests via email and phone support
    • Internal support
    • Onsite support as needed (local travel only)
  • Management of MSP platforms, including, but not limited to:
    • Remote monitoring and management tools
    • Patching tools
    • Internal documentation
Technical Requirements
  • Operating systems (Windows Server and Desktop, Apple and VMware vSphere/ESXi)
  • Microsoft infrastructure (Active Directory, file/print, remote desktop, SharePoint, Teams, OneDrive, Microsoft 365)
  • Attend and comprehend training
  • Attain certifications as required
  • Service delivery via excellent communication and customer service
  • Basic network plant (Layer 1: cable tracing, patching, troubleshooting)
  • Basic network / Data Link (Layer 2-3: data link and IP switching, routing, firewall and
    wireless access points)

  • Basic network application services (Layer 7: DHCP, DNS, NTP)
  • Storage/data protection (backup and disaster recovery)
  • Security (managed anti-malware, OS and 3rd party patching)
  • Email (Microsoft Hosted Exchange / Office 365, SMTP services, anti-spam/anti-virus)
  • Remote collaboration tools (Zoom, WebEx, MS Teams)
  • Network security (integrated security solutions and vulnerability scanning)
  • Physical server/desktop (hardware break/fix warranty/repair coordination and upgrades)
What We Offer You
  • Medical/Dental/Eye Care Insurance with Reimbursed Deductible
  • Open Paid Time Off
  • 401(k)
  • Profit-Sharing
  • Short Term/Long Term Disability Insurance
  • Free Parking


  • Life Insurance
  • Paid Holidays
  • Employee Purchase Program
  • Free Coffee
  • Personal and Professional Development
  • Collaborative work environment

Kelser Overview

The Kelser team works with integrity and enthusiasm to provide each client with the highest quality product and experience.

We’re a team of biznologists who bring boundless enthusiasm, technical curiosity and genuine concern for the success of our clients to each engagement.The title reflects what we know to be true: you can’t have technology without understanding the business framework in which it operates. Together, we’re creating a world of energized relationships and shared prosperity. If that’s how you like to work, come join us. Our team’s energy creates an enthusiastic and engaging workspace. We rely on a continuous infusion of innovative and creative ideas providing everyone the opportunity to use their individual skills and abilities to guide our clients through the numerous IT challenges they encounter on a daily basis.

Kelser empowers each employee to make an impact every day by living our values. Hard work is not only appreciated but rewarded. As a result, we have achieved high employee retention and development. Many employees have been with Kelser for more than 20 years.

The Kelser team works with integrity and enthusiasm to provide each client with the highest quality product and experience. Kelser cares about what's best for its clients and understands that excellence starts with each staff member. Kelser continues to provide the highest level of satisfaction to all business relationships while continuing to grow in expertise with the incessantly emerging technology environment.

Kelser Corporation is an equal opportunity employer.