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.