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 ticket queues, and resolving escalated technical issues across Windows, macOS, network and cloud environments.

Key responsibilities

• Act as 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 fix complex issues on Windows 10/11, Windows Server 2016‑2022, macOS, networking equipment, firewalls and cloud services.
• Communicate technical findings in clear, client‑friendly language and keep users updated on ticket status.
• Document all work accurately in the knowledge base (e.g., ITGlue).
• 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; ability to calm frustrated clients.
• Methodical, root‑cause‑oriented troubleshooting approach.
• Adaptable to switch quickly between diverse client environments (e.g., law firm printers to medical practice server outages).

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 tools (ConnectWise, Autotask, Kaseya, NinjaOne).
• Backup and disaster‑recovery solutions (Veeam, Datto, Acronis).