Level 2 IT Support Engineer

About the Role: The Level 2 IT Support Engineer provides advanced technical support to clients by resolving escalated issues, managing cloud and Microsoft environments, and supporting security and infrastructure operations. This role requires strong technical expertise, excellent communication skills, and the ability to work independently while collaborating within the team and interacting with clients in a customer-facing capacity.

Key Responsibilities:

• Provide Level 2 technical support for escalated help desk tickets and client calls, ensuring timely resolution and accurate documentation.
• Diagnose, troubleshoot, and resolve issues related to Active Directory, Hosted Exchange, Microsoft 365, and networking.
• Administer Microsoft 365 environments, including user management, security policies, email configurations, and access controls.
• Support and maintain AD environments, including user accounts, group policies, permissions, and directory services.
• Manage calls and tickets efficiently using the help desk system, updating status and communicating progress clearly.
• Assist with security administration, including Multi-Factor Authentication (MFA), conditional access, email security, and basic incident response.
• Collaborate within a Microsoft Teams environment to communicate with team members and clients.
• Provide customer-facing support, communicating complex technical concepts clearly to clients.
• Escalate complex issues to Level 3 engineers when required and assist with implementation of solutions.
• Document resolutions, procedures, and system changes clearly and accurately.

Requirements:

• Proven experience in a Level 2 IT Support / Help Desk role, preferably within an Managed Service Provider (MSP) environment.
• Strong hands-on experience with:
• Active Directory (AD)
• Hosted Exchange
• Microsoft 365 administration and security
• Basic networking knowledge
• Clear and concise English communication skills, both written and verbal.
• Customer-facing experience supporting diverse clients.
• Ability to work independently, prioritize tasks, and manage multiple tickets effectively.
• Experience using Microsoft Teams for team collaboration and client communication.
• Strong troubleshooting skills across Windows environments and common business applications.

Preferred Qualifications:

• CompTIA A+ and Network+ certification (preferred, not mandatory)
• Microsoft certifications (M365, Azure, Security) (preferred, not mandatory)
• Experience with ticketing and call management systems in a help desk environment.
• Exposure to endpoint security, backup solutions, and IT infrastructure management.

Benefits:

• Flexibility in work hours and location, with a focus on managing energy rather than time.
• Access to online learning platforms and a budget for professional development.
• A collaborative, no-silos environment, encouraging learning and growth across teams.
• A dynamic social culture with team lunches, social events, and opportunities for creative input.
• Health insurance.
• Leave benefits.
• 13th Month Salary.