Level 2/Level 3 Engineer, MSP

Role Overview

• Provide Level 2 technical support to end users in an MSP environment, resolving escalated desktop, application, and network issues within agreed SLAs.
• Deliver outstanding customer service via phone, email, and ticketing systems, maintaining a calm, professional, and friendly manner at all times.
• Administer and support Microsoft 365 services including Admin Portal, Exchange Online, SharePoint, OneDrive, and Modern Workplace features.
• Troubleshoot and support Windows desktop operating systems, ensuring devices are secure, patched, and performing optimally.
• Diagnose and resolve networking issues across DHCP, DNS, LAN, WLAN, and WAN environments.
• Support common business applications including Microsoft Office, accounting platforms (e.g., MYOB, QuickBooks Online), Dropbox, and Adobe Creative Cloud.
• Perform setup, troubleshooting, and maintenance of peripherals such as printers, scanners, and cameras.
• Manage, prioritize, and resolve tickets using a ticketing system (Kaseya Autotask preferred), ensuring accurate documentation and timely updates.
• Monitor and manage endpoints and alerts using RMM tools (Datto RMM preferred) to proactively identify and remediate issues.
• Implement, monitor, and troubleshoot backup solutions (e.g., Datto, StorageCraft) to ensure data protection and recoverability.
• Deploy and support endpoint security and XDR/antivirus solutions (e.g., Bitdefender), responding to security alerts and incidents.
• Provide basic server support and assist senior engineers with server-related tasks and escalations.
• Configure and support Fortinet firewalls, including initial setup, basic rule changes, and troubleshooting connectivity issues.
• Maintain accurate technical documentation and contribute to knowledge base articles and internal process improvements.
• Escalate complex issues appropriately while taking ownership through to resolution and follow-up with clients.

Requirements

• Strong spoken English (near-native/neutral accent)
• Minimum 2 years of solid MSP help desk experience
• Real hands-on MSP experience in:
• Windows Server
• Microsoft 365
• Google Workspace
• General MSP support environments
• Strong Windows Desktop Operating System experience.
• Strong hands-on experience with both Autotask and Kaseya RMM
• Outstanding End user support and confident telephone manner
• Microsoft 365 Administration and Support experience (Admin Portal/Exchange/SharePoint/OneDrive) Modern Workspace
• Good understanding of Networking Technologies (DHCP/DNS/LAN/WLAN/WAN)
• Business Application Support experience (IE: Microsoft Applications, MYOB, QBOnline and Accounting Applications, Dropbox, Adobe CC, etc.)
• Peripheral troubleshooting (IE: printers/scanners/cameras)
• Experience with ticketing systems (ConnectWise Manage desirable)
• Experience with Backup Technologies (Datto/StorageCraft desirable)
• Experience with Antivirus/XDR Technologies (bitdefender desirable)
• Server support experience would be considerably advantageous
• Fortinet firewall experience especially on setup
• Confident logging, managing, and closing tickets end-to-end
• Familiar with Google Workspace platforms

Tech Stack

• Cloud
• DNS
• Firewalls