2nd Level IT Helpdesk Engineer - Office Based

This is a customer-focused position within a fast-paced Managed Service Provider (MSP) environment. The successful candidate will be responsible for delivering high-quality Level 2 technical support while assisting the project team with onboarding, migrations, upgrades, and infrastructure improvement activities for both new and existing clients.

The role requires a strong commitment to customer satisfaction, technical excellence, and ownership of outcomes, with the ability to work effectively in a dynamic and service-driven environment.

Key Responsibilities

• Deliver Level 2 technical support for customer issues escalated from the Service Desk, ensuring timely and effective resolution.
• Proactively monitor and manage support ticket queues to meet SLA targets.
• Maintain clear and professional communication with customers throughout the support lifecycle.
• Support the 1st Line team during high-volume periods, including assisting with ...