Level 2 Helpdesk Technician – Managed Services

About the role

We are seeking an experienced Level 2 Helpdesk Technician to join our Managed Services team. In this position you will be the second line of defense for our clients, handling inbound support calls, managing ticket queues and resolving escalated technical issues across Windows, macOS, network and server environments.

Key responsibilities

• Serve as primary point of contact for escalated inbound client calls and provide immediate remote support.
• Prioritize, manage and resolve Level 2 tickets in our PSA tool while meeting SLA targets.
• Diagnose and fix complex issues on Windows 10/11, macOS, Windows Server (2016‑2022), network infrastructure, firewalls and cloud services.
• Communicate technical findings in clear, client‑friendly language and keep clients updated on ticket status.
• Document all work accurately in the knowledge base (e.g., ITGlue) for team reference.
• Mentor Level 1 technicians, sharing knowledge and guiding ticket resolution.

Required profile

• 2–3 years of experience working in a Managed Service Provider (MSP) environment.
• Strong verbal and written communication skills with a calm, professional demeanor.
• Methodical troubleshooting approach and ability to identify root causes.
• Adaptable to a wide range of client industries and technology stacks.

Required skills

• Windows 10/11, Windows Server 2016‑2022, macOS.
• Microsoft 365 (Exchange, SharePoint, Teams), Azure AD/Entra ID, Active Directory, Group Policy, DNS, DHCP.
• TCP/IP, VLANs, VPNs, DNS, DHCP.
• Firewalls (SonicWall, Fortinet, Sophos) and managed switches.
• RMM and PSA tools (ConnectWise, Autotask, Kaseya, NinjaOne).
• Backup and disaster‑recovery solutions (Veeam, Datto, Acronis).
• IT documentation platforms such as ITGlue.