Level 2 IT Support
Core
Level 2 IT Support Engineer resolving escalated issues and administering infrastructure for SME clients in an MSP environment.
Role type
Level 2 IT Support Engineer / Systems Administrator
Builds
Client infrastructure including Microsoft 365, Windows Server, virtualization, and network systems
Domain
IT Services / Managed Services Provider (MSP)
Required skills
Microsoft 365 administration, Windows Server administration, Active Directory, networking (TCP/IP, DNS, DHCP, VLANs, VPNs), virtualization (Hyper-V, VMware), telephony support (3CX, Teams Calling), troubleshooting, systems administration
Preferred skills
ConnectWise, SolarWinds RMM, Azure, backup and disaster recovery, cyber security
Technologies
Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, Windows Server, Hyper-V, VMware, 3CX, ConnectWise, SolarWinds RMM
Responsibilities
Provide Level 2 technical support via phone, remote access, email and onsite; Troubleshoot and resolve issues across Windows, Microsoft 365, networking, servers and business applications; Administer and support the Microsoft 365 ecosystem; Build, deploy, maintain and troubleshoot Windows Server and virtualisation environments; Configure and support network infrastructure including switches, routers, wireless access points, firewalls and VPNs; Support telephony and collaboration platforms; Monitor backups, infrastructure health, security alerts and system performance; Assist with infrastructure upgrades, cloud migrations, hardware refreshes and other project work; Participate in the after-hours on-call roster as required
Seniority
Mid-level, hands-on IC