Level 2 Helpdesk Technician – Managed Services

About the role

We are seeking an experienced Level 2 Helpdesk Technician to join our Managed Services team. You will serve as the second line of defense for our clients, handling inbound support calls, managing ticket queues, and resolving escalated technical issues with professionalism and calm.

Key responsibilities

• Act as the 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 resolve complex issues across Windows/macOS endpoints, network infrastructure, cloud environments, and server operating systems.
• Communicate technical information in clear, client‑friendly language and keep clients updated on ticket status.
• Document detailed notes in the documentation system to ensure seamless handover.
• Mentor Level 1 technicians, guiding them through tickets and skill development.

Required profile

• Minimum 2–3 years of experience working in a Managed Service Provider (MSP) environment.
• Strong verbal and written communication skills with the ability to calm frustrated clients.
• Methodical, root‑cause oriented troubleshooting approach.
• Adaptable to switch quickly between diverse client environments, from law firms to medical practices.

Required skills

• Deep knowledge of Windows 10/11, Windows Server 2016‑2022, and macOS.
• Administration of Microsoft 365 (Exchange, SharePoint, Teams), Azure AD/Entra ID, and traditional Active Directory (Group Policy, DNS, DHCP).
• Solid understanding of TCP/IP, DNS, DHCP, VLANs, VPNs, and firewall technologies (SonicWall, Fortinet, Sophos).
• Experience with managed switches and networking equipment.
• Proficiency with MSP tools: RMM platforms and PSA solutions such as ConnectWise, Autotask, Kaseya, NinjaOne.
• Hands‑on experience with backup and disaster recovery solutions like Veeam, Datto, and Acronis.