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 a range of environments.

Key responsibilities

• Serve 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 fix complex issues on Windows/macOS endpoints, network infrastructure, cloud services and server operating systems.
• Communicate technical findings in clear, client‑friendly language and keep customers updated on ticket status.
• Document all actions in the knowledge base (e.g., ITGlue) for team visibility.
• 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 a customer‑focused attitude.
• Methodical troubleshooting approach and ability to identify root causes.
• Flexibility to switch between diverse client environments, from law‑firm printers to medical‑practice servers.

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