Level 2 Help Desk Technician

Did you know that queue is pronounced from only the letter "q" as the other four letters are waiting for their turn? Don't get the wrong idea though - our client's ticket queue is spick and span! 

They are a leading Managed Services Provider who have a reputation for having the best customer service. They like to think of themselves as a community-centered organization: they have clients in different sectors within their region, and their mission is to help them succeed. Their values? To do it with empathy - they want to deliver friendly, caring, and responsive service 100% of the time.

They have a small and highly efficient team, and are looking to hire someone who enjoys working alongside customers to help them run their business reliably and seamlessly, and someone passionate about breaking down intricate problems. This client is keen on finding someone who is able to manage tickets, and wants to grow with the company. 

Your responsibilities will include:

• Remote Support: Remote troubleshooting as part of the primary help desk team. You will be troubleshooting Windows OS, desktop apps (O365, line-of-business), printing, VPN, and SSO (Entra ID, conditional access).
• Escalated Support: Handle Level 2 tickets escalated from Tier 1 technicians. This can include desktop, server, and network issues.
• User Management: Manage onboarding/offboarding, such as configuring user accounts in Active Directory, Microsoft 365, and Google Workspace licenses, device provisioning and MFA and app deployment.
• Server & Network Support: with Windows Server (2016–2025), Exchange, VPNs, firewalls, routers, and switches, LAN/WAN. Network triage: DHCP/DNS,  site-to-site/remote access VPN, VLAN basics, firewall/SW/AP reboots and configuration checks (SonicWALL, Ubiquiti, Fortinet).
• Security & Patching: OS patches, antivirus updates. Assist with security monitoring and remediation. Email security hygiene: SPF/DKIM/DMARC checks, quarantine/release workflows (Proofpoint/Sophos or equivalents).
• Use Autotask, NinjaOne, and IT Glue.
• Maintain detailed ticket notes, update internal documentation, and contribute to the knowledge base.
• Work closely with senior engineers and project teams on deployments and escalations.
• Communicate efficiently with non-technical users by setting clear expectations and closing the loop.

They require skills/experience with:

• 3+ years of experience as an IT Technician, preferably for an MSP (or serving multiple clients).
• O365 administration.
• Desktop and server operating systems (2016–2025).
• Active Directory.
• Networking (DNS, DHCP, TCP/IP, VLANs)
• RMM/PSA platforms and ticketing tools
• Configuring and troubleshooting firewalls
• Cloud services (Azure, Google Workspace, M365)
• Exellent interpersonal, problem-solving, and customer service skills

Bonus:

• Certifications (Preferred): CompTIA A+, Network+, Security+, Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Fundamentals (MS-900), Microsoft Certified: Azure Fundamentals (AZ-900), CCNA.

If you're looking for a collaborative, supportive team and a great place to work - look no further! Fill out the form below to get started!