This role is focused on L2 support during off-hours, handling tickets escalated from L1 or incoming issues that require deeper troubleshooting. You’ll work within our PSA/RMM systems, follow documented SOPs, and escalate cleanly to L3 when needed.
This is not a call-center role — we’re looking for someone who understands MSP environments and can work independently.
Key Responsibilities
Handle L2 service desk tickets during off-hours
Troubleshoot Windows workstation and user issues
Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint)
Active Directory user/group management
Password resets, account lockouts, permissions
VPN and connectivity troubleshooting
Basic network diagnostics (DNS, DHCP, Wi-Fi)
Follow escalation procedures to L3 when required
Document work clearly and professionally in tickets
Required Skills & Experience
3+ years experience in an MSP or structured IT support environment
Strong Windows 10/11 troubleshooting
Microsoft 365 / Azure AD / Entra ID experience
Active Directory (users, groups, GPO basics)
Clear written and spoken English
Comfortable working independently during off-hours
Strong documentation and communication skills
Nice to Have
Experience with RMM and PSA tools
VPN troubleshooting experience
Basic PowerShell knowledge
ITIL familiarity
Apply Now
Apply Now