L2 Helpdesk Engineer

SUMMARY

We are seeking a highly customer-focused IT Help Desk Technician with strong front-line Managed Service Provider (MSP) experience to join our technical support team.

The ideal candidate is comfortable working in a fast-paced MSP environment, managing approximately 10–15 tickets per day, and providing timely and professional technical support to multiple clients. This role requires strong Windows desktop troubleshooting skills, solid Microsoft 365 knowledge, and hands-on experience troubleshooting email and basic network issues.

Experience supporting Mac environments, as well as familiarity with Sophos, SonicWall, ConnectWise, and IT Glue, is highly desirable.

JOB RESPONSIBILITIES

·       Provide first line and second-line technical support to clients in an MSP environment.

·       Manage and resolve approximately 10–15 support tickets per day, prioritizing issues based on urgency and business impact.

·       Troubleshoot Windows desktops, laptops, applications, peripherals, and common user issues.

·       Provide technical support for Microsoft 365, including:

o   Exchange Online

o   Outlook

o   Entra ID

o   Multi-Factor Authentication (MFA)

o   User and account issues

o   Email configuration and troubleshooting

·       Diagnose and resolve email delivery issues, including bounced messages, delivery failures, spam filtering, and authentication-related problems.

·       Troubleshoot and analyze DNS-related issues, particularly:

o   MX records

o   SPF

o   DKIM

o   DMARC

·       Perform basic network troubleshooting involving connectivity, TCP/IP, DNS, DHCP, Wi-Fi, and related issues.

·       Provide technical support for Windows and, where applicable, Mac environments.

·       Document troubleshooting steps, resolutions, configurations, and relevant client information accurately.

·       Maintain clear and up-to-date ticket documentation and knowledge base information.

·       Escalate complex or unresolved issues to the appropriate technical team while maintaining ownership and communication with the client.

·       Deliver professional, responsive, and customer-focused support at all times.

·       Follow established MSP processes, SLAs, security practices, and documentation standards.

QUALIFICATIONS

·       Strong front-line MSP help desk experience.

·       Proven experience handling a high volume of technical support tickets.

·       Comfortable consistently closing approximately 10–15 tickets per day.

·       Strong Windows desktop and end-user troubleshooting skills.

·       Good hands-on experience with Microsoft 365, particularly:

o   Exchange Online

o   Outlook

o   Entra ID

o   MFA

o   Email troubleshooting

·       Good understanding of email delivery and email authentication troubleshooting.

·       Working knowledge of DNS, including MX, SPF, DKIM, and DMARC.

·       Good basic network troubleshooting skills.

·       Strong written and verbal communication skills.

·       Excellent customer service and client-facing skills.

·       Strong attention to detail and documentation skills.

·       Ability to manage multiple tickets and priorities in a fast-paced MSP environment.

·       Nice to have

o   Experience supporting Mac/macOS environments.

o   Familiarity with Sophos Email Security.

o   Familiarity with Sophos firewalls.

o   Familiarity with SonicWall firewalls.

o   Experience using ConnectWise.

o   Experience using IT Glue or similar IT documentation platforms.

o   Experience supporting multiple clients in an MSP environment.

·       Key Competencies

o   Technical troubleshooting and problem-solving

o   Microsoft 365 administration and support

o   Email and DNS troubleshooting

o   Customer service orientation

o   Ticket and workload management

o   Clear technical documentation

o   Communication and interpersonal skills

o   Ability to work independently and escalate appropriately

o   Attention to detail

o   Ability to work effectively in a fast-paced MSP environment

JOB REQUIREMENTS

·       Should be willing to accept a long-term work-from-home arrangement.

·       Should be amenable to a permanent night shift schedule.