L2 Support Technician

Summary

Join a pioneering team as an L2 Support Technician providing exceptional remote support to UK clients. You will leverage your strong IT support background, excellent customer service, and deep understanding of Microsoft Office 365, Azure, and various MSP tools. Responsibilities include providing Level 2 technical support, utilizing MSP tools, supporting clients with NOC services, assisting with end-user support, collaborating with team members, and maintaining up-to-date IT knowledge. The ideal candidate possesses proven experience in a Level 2 support role within an MSP environment, strong knowledge of Microsoft Office 365 and Azure, and exceptional customer service skills. This is an excellent opportunity to join a growing company with a positive work culture.

Requirements

• Proven experience in a Level 2 support role or similar within an MSP environment
• Strong knowledge of Microsoft Office 365 and Azure
• Familiarity with MSP tools such as RMM and PSA/ticketing systems
• Experience in NOC services, including patch management, backup checks, and infrastructure monitoring
• Exceptional customer service skills and the ability to handle complex support issues
• Excellent English communication skills to effectively collaborate with foreign counterparts and clients
• Impeccable problem-solving skills
• Ability to work independently and as part of a global team
• Willingness to work in the specified hours to support UK clients

Responsibilities

• Provide Level 2 technical support to our UK clients, addressing and resolving issues efficiently
• Utilize MSP tools such as Remote Monitoring and Management (RMM) and Professional Services Automation (PSA)/ticketing systems to manage and track issues
• Support clients with Network Operations Centre (NOC) services, including patch management, backup checks, infrastructure monitoring, and alerting
• Assist with end-user support, ensuring a high level of customer satisfaction
• Collaborate with team members to share knowledge and contribute to continuous improvement of our service delivery
• Maintain up-to-date knowledge of the latest IT trends and technologies

Preferred Qualifications

• Bachelor’s Degree
• MSP Background experience