Helpdesk Level 2

We are seeking a **Helpdesk Level 2 Technician** to join our growing team. As a key member of our **Managed Services Provider (MSP) support team**, you will be vital in **handling customer service requests, providing advanced troubleshooting, and ensuring smooth IT operations** for our clients.

This role is ideal for an **experienced IT support professional** with strong Microsoft expertise, excellent problem-solving skills, and a passion for **delivering top-tier customer support**. **Previous experience in an MSP environment is highly valued**, as you will be managing multiple client environments, working on escalated tickets, and collaborating with different teams to resolve complex IT issues.

• *Key Responsibilities**
• **Advanced Troubleshooting & Escalation** - Resolve Level 2 issues related to Microsoft cloud services, networking, security, and endpoint management. Escalate more complex cases to Level 3 or senior engineers when necessary.
• **Ticket Assignment & Management** - Prioritize and assign tickets based on urgency and skill set availability, ensuring efficient resolution.
• **Proactive Monitoring & Incident Resolution** - Utilize remote monitoring tools to proactively detect and resolve IT issues before they impact clients.
• **System & Security Administration** - Support client environments by managing user accounts, security policies, and device compliance.
• **Customer Communication & Documentation** - Maintain detailed notes in the ticketing system, provide clear updates to clients, and document solutions for future reference.
• **Collaboration & Process Improvement** - Work with Level 1 technicians, senior engineers, and project teams to enhance IT support processes and develop knowledge base articles.
• **Project Support** - Assist in deploying and maintaining IT infrastructure, including cloud migrations, security implementations, and automation projects.
• *About You**

You are a **technical problem-solver** with a customer-first mindset. You enjoy working in a **fast-paced MSP environment** where no two days are the same. You thrive in a team setting, are adaptable to new challenges, and have a passion for technology and learning.

• *Microsoft Expert** - Strong expertise in Microsoft 365, Azure, and Endpoint Manager.
• *Excellent Troubleshooter** - Skilled at diagnosing and resolving complex IT issues efficiently.
• *Process-Oriented & Detail-Focused** - Organized in managing tickets, following procedures, and documenting resolutions.
• *Customer-Centric** - Able to provide exceptional customer service while handling multiple client environments.
• *Team Player & Mentor** - Willing to collaborate with and mentor junior technicians.
• *Proactive & Adaptable** - Ready to take ownership of tasks and stay ahead in a fast-evolving IT landscape.
• *Required Skills & Experience**
• **5+ years of experience in an IT helpdesk or service desk role, ideally in an MSP environment**.
• **Proficiency in supporting Microsoft environments**, including:
• **Microsoft 365** (Exchange, SharePoint, Teams, OneDrive)
• **Azure Active Directory (Azure AD), Azure Automation, and CLI**:
• **Microsoft Intune / Endpoint Manager (strong skills required)**:
• **Windows Server, Group Policy, and Active Directory administration**:
• **Networking fundamentals**, including DNS, DHCP, VPNs, and firewalls.
• **Remote monitoring and management (RMM) tools experience** (e.g., N-able, Datto, ConnectWise, NinjaRMM, etc.).
• **Experience with ITSM/ticketing systems** (e.g., HaloPSA, ServiceNow, Autotask, or similar).
• **Automation & Scripting experience (PowerShell, batch scripting, etc.)** is a plus.
• **Security knowledge**, including MFA, endpoint protection, and compliance policies, is valuable.
• **Certifications in Microsoft, CompTIA, or ITIL** are highly desirable.
• *Why Join Us?**
• **Work with cutting-edge Microsoft cloud technologies in a fast-paced MSP environment.**:
• **Support a variety of businesses, gaining diverse IT experience.**:
• **Opportunities for career growth, training, and certifications.**:
• **Be part of a collaborative and supportive team that values learning and innovation.**

If you are an **experienced Helpdesk Level 2 Technician with MSP experience**, we’d love to hear from you

Pay: $45,000.00-$65,000.00 per year

• *Benefits**:
• Casual dress
• Company events
• Dental care
• Discounted or free food
• Extended health care
• Flexible schedule
• On-site parking
• Paid time off
• Vision care
• Work from home

Schedule:

• Monday to Friday
• Weekends as needed
• *Experience**:
• MSP: 5 years (required)

Licence/Certification:

• Driving Licence (required)

Work Location: In person

Application deadline: 2025-03-04