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 customer calls and escalations. Assist wi...

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