Level 2 Engineer
Full TimeJob Overview
The Level 2 Engineer plays a key role in delivering high-quality technical support and customer service for a diverse range of clients. Working within a managed service provider (MSP) environment, this role involves providing remote IT assistance, managing service tickets, and resolving complex technical issues escalated from Level 1 support. The ideal candidate will demonstrate strong expertise across Microsoft 365, network and system administration, and endpoint protection, while maintaining exceptional communication and professionalism in client interactions. This position requires a proactive, detail-oriented individual capable of working independently in a remote, rotating-shift environment. Prior MSP experience and relevant certifications such as Microsoft 365 Fundamentals or CompTIA (or equivalent) are essential.
The Level 2 Engineer plays a key role in delivering high-quality technical support and customer service for a diverse range of clients. Working within a managed service provider (MSP) environment, this role involves providing remote IT assistance, managing service tickets, and resolving complex technical issues escalated from Level 1 support. The ideal candidate will demonstrate strong expertise across Microsoft 365, network and system administration, and endpoint protection, while maintaining exceptional communication and professionalism in client interactions. This position requires a proactive, detail-oriented individual capable of working independently in a remote, rotating-shift environment. Prior MSP experience and relevant certifications such as Microsoft 365 Fundamentals or CompTIA (or equivalent) are essential.
Duties and Responsibilities
- Provide IT Support to customers via our ticket system (ConnectWise Manage)
- Inbound and outbound support calls to assist users with technical issues
- Act as an escalation point and guidance for Level 1
- Maintain excellent customer relations with all customers
- Always demonstrate a high degree of professional conduct
- Monitor and track service tickets to ensure resolution occurs within defined SLA and scope of services
- Monitor and track system alerts and logs
- Maintain/update IT documentation
- Maintain accurate timesheets
Required Experience/Skills
- Skills Requirements
- Excellent English communication skills
- Experience with router/firewall administration
- Experience with network administration
- Experience with endpoint protection and administration
- Experience with Microsoft 365 products, services and administration
- Experience with Microsoft Servers/Desktop OS (MAC OS exp highly desirable)
- Experience with a RMM product (preferably NinjaOne)
- Experience with MDM
- Experience with a ticketing system (preferably ConnectWise Manage)
- Job Requirements
- Ability to work remotely (WFH)
- Ability to work on a roster including night or early shift
- Strong technical troubleshooting skills
- Strong attention to detail
- Strong prioritising skills
- Strong time management skills
- Previous employment with an MSP
- Certifications
- Microsoft 365 Certified: Fundamentals
- COMP TIA or Equivalent
- List of other acceptable certifications:
- Microsoft 365 Certified: Azure Associate
- Microsoft 365 Certified: Teams Administrator
- Microsoft Certified: Identity and Access Administrator
- Microsoft 365 Certified: Endpoint Administrator
- Microsoft 365 Certified: Teams Administrator
- Microsoft Certified: Identity and Access Administrator Associate,
- Microsoft 365 Certified: Collaboration Communications Systems Engineer