L2 Helpdesk Engineer

Job Description

SUMMARY

We are looking for an exceptional Level 2 Helpdesk Technician to join our US-based Managed Services Provider (MSP) team. This role is ideal for a highly customer-focused IT professional who enjoys working directly with end users, resolving a high volume of technical support requests, and delivering excellent customer experience.

The successful candidate will serve as a key frontline representative of the company, supporting users ranging from general employees to management and executives. The ideal candidate is technically capable, highly organized, an excellent communicator, and comfortable working in a fast-paced MSP environment.

JOB RESPONSIBILITIES

· Provide Level 1–2 technical support to clients through phone, email, and ticketing systems.

· Serve as a professional and customer-focused representative of the company when interacting with end users, including executives and management.

· Resolve a consistent minimum of 10 support tickets per day, while maintaining high-quality resolutions and customer satisfaction.

· Diagnose, troubleshoot, and resolve hardware, software, application, network, and user-access issues.

· Accurately document troubleshooting steps, resolutions, time entries, and customer communications within the ticketing system.

· Manage tickets from initial intake through resolution while meeting established SLA and customer service expectations.

· Escalate complex or unresolved technical issues to senior engineers or appropriate technical teams.

· Collaborate with senior technical staff to troubleshoot and resolve escalated incidents.

· Participate in a weekly on-call rotation to provide after-hours support when required.

· Install, configure, maintain, and troubleshoot desktop and laptop computers, printers, and multifunction copiers.

· Provide technical support for Microsoft Windows 10/11, macOS, Microsoft Office, and Microsoft 365 applications.

· Troubleshoot and support business applications, client/server applications, and user-specific software.

· Perform Active Directory password resets and basic user administration.

· Provide support for mobile devices and other endpoint technologies.

· Troubleshoot basic TCP/IP networking and connectivity issues.

· Support endpoint security and next-generation antivirus solutions; experience with Sophos Central is a plus.

· Monitor and assist with the maintenance and troubleshooting of client backup solutions.

· Assist with cloud-based backup configuration, monitoring, and maintenance, particularly Veeam.

· Create, update, and maintain internal and client-facing technical documentation and knowledge base articles.

· Follow established IT support procedures, security policies, and documentation standards.

· Maintain a strong customer-first approach while efficiently managing a high volume of support requests.

QUALIFICATIONS

· 2+ years of experience in IT helpdesk, service desk, desktop support, or technical support.

· Previous experience working for a Managed Services Provider (MSP) is highly preferred.

· Experience supporting multiple clients or environments simultaneously.

· Experience with Sophos Central or other next-generation antivirus platforms.

· Knowledge of Veeam and cloud-based backup solutions.

· Experience with remote monitoring and management (RMM) and professional services automation (PSA) platforms.

· Familiarity with ITIL-based service desk processes and SLA management.

· Experience supporting executives and other high-priority users.

· Demonstrated ability to provide Level 2 technical support and independently troubleshoot common IT issues.

· Strong experience supporting Windows 10/11 environments.

· Working knowledge of Microsoft 365 and Microsoft Office applications.

· Experience with Active Directory user support, including password resets and basic account troubleshooting.

· Knowledge of desktop/laptop hardware, printers, multifunction copiers, and peripheral devices.

· Working knowledge of TCP/IP networking and basic network troubleshooting.

· Experience supporting end users through phone, email, and ticketing systems.

· Ability to consistently manage and resolve a high volume of tickets while maintaining quality.

· Strong written and verbal English communication skills.

· Excellent customer service and interpersonal skills.

· Strong documentation and organizational skills.

· Ability to work independently while knowing when to escalate issues.

· Willingness to participate in a weekly on-call rotation.

KEY PERFORMANCE INDICATOR

· Consistently resolve 10+ tickets per day once fully trained.

· Maintain high customer satisfaction and professional communication.

· Meet ticket response, resolution, and documentation requirements.

· Accurately record time and activities in the ticketing system.

· Demonstrate strong first-call/first-contact resolution where appropriate.

· Escalate issues promptly and effectively when they require senior-level intervention.

· Maintain accurate and up-to-date technical documentation.

· Demonstrate reliability and availability during scheduled on-call rotations.

JOB REQUIREMENTS

· Should be willing to accept a long-term work-from-home arrangement.

· Should be amenable to a permanent night shift schedule.

Requirements
Windows desktop troubleshooting, Mac support experience, Microsoft 365 experience, especially Exchange Online, Outlook, Entra ID, MFA, and email troubleshooting, DNS knowledge, especially MX, SPF, DKIM, and DMARC, network troubleshooting, Sophos Email Security, Sophos firewalls, and SonicWall, ConnectWise and IT Glue