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

• Act 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/macOS endpoints, network infrastructure, cloud services and server operating systems.
• Communicate technical information in clear, client‑friendly language and keep users updated on ticket status.
• Document all work accurately in the knowledge‑base system for team reference.
• Mentor Level 1 technicians, sharing expertise and helping them develop their skills.

Required profile

• 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.
• Flexibility to shift between diverse client environments, from small offices to medical practices.

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, firewall configuration (SonicWall, Fortinet, Sophos) and managed switches.
• RMM and PSA platforms (ConnectWise, Autotask, Kaseya, NinjaOne).
• Backup and disaster‑recovery solutions (Veeam, Datto, Acronis).