Service Desk Technician, Level 2 – Newtrend IT
Core
Provide Level 2 technical support for escalated incidents and service requests across multiple managed services clients, focusing on Microsoft 365 environments, identity management, and endpoint troubleshooting.
Role type
Level 2 Service Desk Technician (MSP)
Builds
High-quality service delivery and resolution for diverse client base
Domain
Managed Services / IT Support
Required skills
Microsoft 365 administration, Active Directory management, Windows 10/11 troubleshooting, networking fundamentals, identity and access management, incident management, SLA adherence
Preferred skills
Managed Service Provider experience, knowledge of virtualization and backup technologies
Technologies
Microsoft 365, Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft Entra, Active Directory, Windows 10/11, TCP/IP, DNS, DHCP, Wi-Fi, VPNs
Responsibilities
Diagnose and resolve technical issues using remote support tools and logs; Administer and troubleshoot Microsoft 365 services; Manage users, groups, licenses, and permissions; Troubleshoot Windows endpoints, printers, and mobile devices; Support identity technologies including MFA and Conditional Access; Assist with endpoint security and infrastructure technologies; Provide knowledge sharing to Level 1 technicians.
Seniority
Mid-level, hands-on IC
