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 be the second line of defense for our clients, handling inbound support calls, managing a ticket queue, 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.
• Manage, prioritize, and resolve Level 2 tickets in our PSA tool while meeting SLA targets.
• Diagnose and resolve complex issues on 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 (e.g., ITGlue) for team visibility.
• Mentor Level 1 technicians, guiding them through tickets and skill development.

Required profile

• 2–3 years of experience working in a Managed Service Provider (MSP) environment.
• Strong verbal and written communication skills with a client‑focused attitude.
• Methodical troubleshooting approach and ability to identify root causes.
• Adaptability to switch between diverse client environments quickly.

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).
• Networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPNs.
• Firewall and switch configuration (SonicWall, Fortinet, Sophos, managed switches).
• MSP tools: RMM platforms and PSA systems (ConnectWise, Autotask, Kaseya, NinjaOne).
• Backup and disaster‑recovery solutions (Veeam, Datto, Acronis).
• Documentation tools such as ITGlue.