Level 2 Technical Support Engineer

New

Source API remote eligibility restrictions: United States, Australian Business Hours (AEST/AEDT/AWST)Full-TimeMiddle

Salary not disclosed

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Job Details

3–5 years of experience in Technical Support, Help Desk, IT Support, or Managed Service Provider (MSP) environments.
Strong experience supporting Windows desktop environments and Microsoft Office 365 administration.
Knowledge of server administration, cloud platforms (Azure and/or AWS).
Understanding of networking fundamentals including LAN/WAN, VPN, DHCP, and DNS.
Strong troubleshooting and problem-solving abilities.
Excellent written and verbal English communication skills.
Ability to explain technical concepts to non-technical users.
Ability to work independently and manage multiple support requests.
Relevant certifications such as CompTIA Network+, Security+, Microsoft certifications, or ITIL are advantageous.

Provide Level 2 support across desktop, server, cloud, and Microsoft Office 365 environments.
Diagnose and resolve technical issues including workstation failures, printer connectivity, email issues, user access requests, and network-related incidents.
Manage and prioritize support tickets escalated through help desk systems.
Escalate complex issues to senior engineers or Level 3 support when required.
Assist with device provisioning, software deployment, patch management, and onboarding/offboarding activities.
Monitor and maintain client systems to ensure performance, uptime, and security.
Maintain accurate documentation of troubleshooting steps, support activities, and resolutions within the ticketing platform.
Deliver professional and customer-focused technical support.
Follow cybersecurity best practices and data privacy requirements when handling client information.

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