The Role
Provides Level 2 technical support in an MSP environment, troubleshooting end-user devices, Microsoft 365, servers, cloud infrastructure, networking, virtualization, and business applications. Manages help desk tickets, follows escalation and documentation procedures, communicates proactively with clients, and resolves complex technical issues while maintaining customer satisfaction. Requires four years of MSP experience, strong Windows and networking expertise, familiarity with RMM and PSA tools, and willingness to work permanently from home on a night shift.
Summary Generated by Built In
SUMMARY
We are
seeking a skilled and customer-focused Level 2 IT Support Engineer with
previous experience working in an MSP environment. In this role, you will act
as the escalation point, providing advanced technical support to our clients
across a range of technologies. You’ll be responsible for resolving complex
issues, managing tickets efficiently, and ensuring client satisfaction.
JOB
RESPONSIBILITIES
- Troubleshooting
issues related to End User Devices including but not limited to Desktops,
Laptops, Mobile Devices, Printers, Scanners, Vendors, Applications, Wi-Fi and
more.
- Troubleshoot
issues related to Company Infrastructure such as Office 365, G Suite, Windows
Server Environments (2016, 2019), Cloud Infrastructure (Cloud File Storage,
Cloud authentication)
- Follow
proper company procedures such as response time, escalation, communication, and
documentation.
- Properly
handle your ticket workspace in the help desk system - everything clean,
updated, resolved properly, and generally done aesthetically
- Provide
constant communication proactively to avoid customer frustration or long time
on their computers during working hours.
QUALIFICATIONS
- 4 years of
IT support experience in an MSP environment.
- Strong
knowledge of Windows desktop and server OS (Windows 10/11, Windows Server
2016+).
- Experience
supporting Microsoft 365, Azure AD, and related services.
- Familiarity
with RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne, Halo, ConnectWise,
Autotask).
- Solid
understanding of networking (TCP/IP, DNS, DHCP, firewalls, VPNs).
- Experience
with virtualization platforms (e.g., VMware, Hyper-V).
- Excellent
troubleshooting and problem-solving skills.
- Strong
communication and customer service skills.
JOB
REQUIREMENTS
- Should be
willing to accept a long-term work-from-home arrangement.
- Should be
amenable to a permanent night shift schedule.
Skills Required
- Four years of IT support experience in an MSP environment
- Strong knowledge of Windows desktop and server operating systems, including Windows 10/11 and Windows Server 2016+
- Experience supporting Microsoft 365, Azure AD, and related services
- Familiarity with RMM and PSA tools such as Datto, Kaseya, NinjaOne, Halo, ConnectWise, or Autotask
- Solid understanding of networking, including TCP/IP, DNS, DHCP, firewalls, and VPNs
- Experience with virtualization platforms such as VMware or Hyper-V
- Excellent troubleshooting and problem-solving skills
- Strong communication and customer service skills
- Willingness to accept a long-term work-from-home arrangement
- Willingness to work a permanent night shift schedule
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The Company
What We Do
ScalableOS is an expert offshoring company that connects growth-focused businesses with exceptional global talent, providing tailored offshore staffing solutions to enhance business efficiency and drive growth.
