Level 2 Helpdesk Technician – Managed IT Services
Location - Dover, NH
Logistics - Remote
MSP Experience Required
Position Overview
We are seeking an experienced Level 2 Support Technician to provide technical support and troubleshooting across a variety of client environments. This role is ideal for someone who enjoys solving problems, working directly with clients, and getting exposure to a broad range of technologies.
You’ll handle issues beyond basic Level 1 support, take ownership of more complex tickets, assist with escalations and projects, and work alongside senior engineers when deeper expertise is needed.
Key Responsibilities
- Provide Level 2 technical support to clients across multiple IT environments.
- Troubleshoot and resolve hardware, software, network, cloud, and Microsoft 365 issues.
- Administer Microsoft 365, Active Directory, Entra ID, user accounts, permissions, and group policies.
- Support Windows desktops, laptops, servers, and related business applications.
- Troubleshoot basic networking issues involving TCP/IP, DNS, DHCP, VPNs, Wi-Fi, switches, and firewalls.
- Support Microsoft cloud environments, including Microsoft 365 and Azure.
- Troubleshoot issues remotely and, when required, provide onsite client support.
- Take ownership of tickets from initial troubleshooting through resolution and client communication.
- Escalate complex issues appropriately while providing senior engineers with clear documentation of troubleshooting already performed.
- Assist with technology projects, deployments, migrations, upgrades, and new-user/client onboarding.
- Document solutions, configurations, and client environments accurately.
- Communicate clearly with clients throughout the troubleshooting process.
- Collaborate with other technicians and engineers to resolve issues efficiently.
- Follow established processes for ticket management, documentation, security, and escalation.
What We’re Looking For
- 2–5+ years of professional IT support experience.
- Previous MSP experience strongly preferred.
- Experience supporting multiple clients, environments, and competing priorities.
- Strong troubleshooting skills and the ability to work through problems independently.
- Hands-on experience with Microsoft 365 administration.
- Working knowledge of Active Directory and Entra ID.
- Experience supporting Windows workstations and Windows Server environments.
- Understanding of networking fundamentals, including DNS, DHCP, TCP/IP, VPNs, switches, and firewalls.
- Exposure to Azure, Intune, virtualization, backup/disaster recovery, and cybersecurity tools is a plus.
- Experience with RMM, PSA/ticketing, and remote-support platforms preferred.
- Strong customer service and communication skills.
- Ability to prioritize multiple tickets and recognize when an issue requires escalation.
- Curious, resourceful mindset with a desire to continue learning and advancing technically.
What Success Looks Like
A successful Level 2 Technician can take ownership of an issue, troubleshoot beyond the obvious, communicate confidently with the client, and know when to involve a more senior engineer.
This is a strong opportunity for someone who has built a solid support foundation and wants to continue developing toward Level 3, Systems Engineer, Network Engineer, or project-focused work.