Level 2 Technical Service Desk Support Engineer

About the role

The Level 2 Technical Service Desk Technician resolves advanced technical issues escalated from Level 1 support. Beyond ticket resolution, you will proactively improve systems, create documentation, and automate repetitive tasks, acting as an owner of the environment.

Key responsibilities

• Resolve escalated service desk tickets covering AWS, Azure, Windows, macOS, Linux, M365, networking and endpoint problems.
• Maintain SLA compliance and detailed documentation in ITSM tools.
• Perform system maintenance: patch management, backup monitoring, server health checks, and performance tuning.
• Identify repetitive issues, develop PowerShell scripts, and propose automation opportunities.
• Manage endpoint and cloud services: Intune packaging, device compliance, M365 administration, MFA solutions.
• Create and maintain technical documentation, knowledge‑base articles, runbooks, and SOPs.
• Analyze ticket trends, recommend infrastructure improvements, and implement preventative fixes.

Required profile

• 3–5 years of experience in a Service Desk or MSP environment.
• Strong troubleshooting skills across Windows, macOS, Linux, and cloud platforms.
• Self‑starter able to work independently and manage time effectively.
• Excellent communication with clients and internal teams.

Required skills

• AWS and Azure cloud services
• Windows OS (desktop & server), macOS, Linux
• Microsoft 365 (Exchange, Azure AD, Teams)
• Basic networking (DNS, DHCP, VPN)
• RMM tools (Datto, Ninja, Addigy, ConnectWise)
• ITSM platforms (Jira, ConnectWise, Autotask)
• Backup solutions (Axcient, VM Snapshot)
• Intune and endpoint management
• Patch management tools
• PowerShell scripting
• Automation tools
• Virtualization frameworks
• ITIL practices