Helpdesk Tier 2

Tier 2 Support (MSP Experience Required)

About the Role

We are seeking an experienced Tier 2 Support to join our growing team. In this role, you will provide advanced technical support to a diverse client base, resolving complex IT issues that require deeper troubleshooting and technical expertise.

This is a hands-on role in a fast-paced Managed Service Provider (MSP) environment where you'll work closely with Tier 1 technicians, escalate when necessary, and ensure clients receive timely, high-quality support.

Previous experience working for a Managed Service Provider (MSP) is required.

Key Responsibilities

• Provide Tier 2 technical support for desktops, servers, Microsoft 365, networking, and cloud environments.
• Troubleshoot and resolve escalated issues from Tier 1 support while maintaining SLA compliance.
• Diagnose and resolve Windows Server, Active Directory, Microsoft 365, Azure, and networking issues.
• Manage user accounts, permissions, Group Policy, Microsoft Entra ID (Azure AD), and Microsoft 365 administration.
• Configure, deploy, and support workstations, laptops, printers, and peripheral devices.
• Support Microsoft Intune, Windows Autopilot, endpoint management, and device provisioning.
• Troubleshoot VPN connectivity, wireless networking, DNS, DHCP, firewalls, and routing issues.
• Perform system maintenance, software installations, upgrades, and patch management.
• Assist with backup monitoring, disaster recovery testing, and endpoint security solutions.
• Create and maintain technical documentation and knowledge base articles.
• Collaborate with Tier 1, Tier 3, and Project Engineers to resolve complex technical issues.
• Participate in on-call rotations as required.

Required Qualifications

• Previous experience working for a Managed Service Provider (MSP) is required.
• 3+ years of experience in a Tier 2 Help Desk, Service Desk, or Systems Support role.
• Proven experience supporting multiple clients in an MSP environment.
• Strong knowledge of:
  • Windows 10/11
  • Windows Server (2016/2019/2022)
  • Active Directory and Group Policy
  • Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
  • Microsoft Entra ID (Azure AD)
  • Microsoft Intune and Windows Autopilot
  • TCP/IP, DNS, DHCP, VPN, VLANs, and basic firewall troubleshooting
• Experience with virtualization technologies such as VMware or Hyper-V.
• Experience with backup solutions such as Veeam, Datto, or similar.
• Experience using PSA and RMM tools such as ConnectWise Manage, ConnectWise Automate, Datto RMM, NinjaOne, Kaseya, HaloPSA, or N-able.
• Strong troubleshooting and root cause analysis skills.
• Excellent verbal and written English communication skills.
• Ability to prioritize and manage multiple client issues simultaneously.

Preferred Qualifications

• Experience supporting Microsoft Azure environments.
• Knowledge of Microsoft Defender, Sentinel, or other cybersecurity solutions.
• Experience with scripting using PowerShell.
• Familiarity with networking hardware, including firewalls, switches, and wireless access points.
• Experience with backup and disaster recovery planning.
• Relevant certifications such as:
  • Microsoft Certified
  • CompTIA Network+ or Security+
  • Azure Administrator Associate
  • VMware VCP (preferred but not required)

What We're Looking For

• A strong technical troubleshooter who enjoys solving complex issues.
• Someone who can work independently while collaborating effectively with the team.
• Excellent customer service and communication skills.
• Strong attention to detail and documentation habits.
• Ability to work in a fast-paced MSP environment while managing competing priorities.
• A proactive mindset with a commitment to continuous learning and professional development.