We are looking for an L1.5 / L2 MSP Engineer to provide technical support and IT service delivery for client environments. The role will handle escalated technical issues, Microsoft 365 administration, server and network troubleshooting, security platforms, backups, and day-to-day infrastructure support. The ideal candidate has experience working in an MSP or IT Service Delivery environment and is comfortable supporting both end users and business-critical IT systems.
Key Responsibilities:
- Provide L1.5/L2 technical support and troubleshoot escalated incidents across client IT environments.
- Administer and support Microsoft 365, Exchange Online, and Azure AD/Entra ID.
- Troubleshoot Windows Server, workstations, and common infrastructure issues.
- Diagnose and resolve LAN, WAN, VPN, and network connectivity issues.
- Configure, monitor, and troubleshoot FortiGate or Meraki network/security devices.
- Monitor and troubleshoot backup solutions, including Veeam or Datto.
- Perform user administration, access management, system configuration, and basic infrastructure maintenance.
- Investigate recurring technical issues and implement appropriate corrective actions.
- Document incidents, resolutions, configurations, and technical procedures accurately.
- Escalate complex issues to senior engineers or vendors when required.
- Communicate clearly with clients and provide professional, customer-focused technical support.
- Follow IT service management processes, SLAs, and established support procedures.
Qualifications:
- 1.5–5 years of experience in an MSP, managed services, or IT Service Delivery environment.
- L1.5 candidates may have 1.5+ years of relevant experience, while L2 candidates should demonstrate stronger hands-on infrastructure and troubleshooting experience.
- Working knowledge of Microsoft 365 administration, Exchange Online, and Azure AD/Entra ID.
- Hands-on troubleshooting experience with Windows Server and networking, including LAN, WAN, and VPN.
- Experience with FortiGate or Meraki is preferred.
- Familiarity with backup technologies such as Veeam or Datto.
- Strong troubleshooting, analytical, and problem-solving skills.
- Good verbal and written communication and customer service skills.
- Ability to manage multiple incidents and prioritize tasks in a service-oriented environment.
- Relevant certifications such as MCSA, AZ-104, Fortinet NSE, CompTIA Network+, or equivalent are an advantage, particularly for L2 candidates.