Description
Overview

We are seeking a Level 2 Service Desk Technician with prior Managed Service Provider (MSP) experience to join a fast-paced, customer-focused IT support team. This role is ideal for someone who thrives in high-volume environments, enjoys solving complex issues, and takes a proactive approach to improving end-user experience and overall system reliability.


Key Responsibilities

+ Handle inbound support calls, emails, and ticket requests across multiple client environments

+ Monitor system dashboards, alerts, and ticket queues to ensure timely response and resolution

+ Troubleshoot and resolve Level 2 technical issues prior to escalation

+ Identify recurring problems and proactively implement solutions to prevent future incidents

+ Reduce unnecessary escalations by independently resolving complex issues

+ Support and enhance the organization’s overall security posture through best practic...