L2 Service Desk Engineer (MS Cloud Experience)

Staff Domain

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Job Description

Job Summary

The Level 2 Service Desk Engineer will provide advanced technical support to end-users, resolving complex issues escalated from Level 1 support. This role requires extensive experience with the Microsoft cloud stack, including Azure AD, SharePoint, and other related technologies. The ideal candidate will have strong problem-solving skills, technical expertise, and the ability to communicate effectively with users and team members.

Job Description

Provide advanced troubleshooting and technical support for hardware, software, and network
issues.
Respond to and resolve escalated support tickets from Level 1 technicians on time.
Handle complex issues related to the Microsoft cloud stack, including Azure AD, SharePoint,
and other related technologies.
Assist in the installation, configuration, and maintenance of IT equipment and systems.
Diagnose and resolve issues related to operating systems, applications, and network connectivity.
Document and maintain detailed records of issues, solutions, and user interactions in the ticketing system.
Collaborate with Level 1 technicians to share knowledge and provide training as needed.
Assist in the development and implementation of IT policies and procedures

Requirements Job Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field Preferred.
MSP Experience required
At least 3+ years of experience in IT support, in a Level 2 role.
Extensive experience with the Microsoft cloud stack, including Azure AD required along with SharePoint, and related technologies experience.
Experience with Autotask Ticketing System (Preferred)
Proficiency in Windows and Mac operating systems, as well as common business applications.
Strong knowledge of network protocols, configurations, and troubleshooting techniques.
Excellent problem-solving skills and attention to detail.
Strong communication skills, both written and verbal.
Ability to work independently and collaboratively in a fast-paced environment.
Relevant certifications (e.g., Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Modern Desktop Administrator) are a plus.

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