We are looking for an experienced Level 2 Technical Support Specialist to support our client, a growing Canadian Managed Services Provider. The successful candidate will have strong experience supporting Microsoft 365 environments, Windows Servers, Active Directory, networking infrastructure, and cloud services within an MSP environment. This role requires excellent communication skills, professionalism, and a strong customer-service mindset.
The Role at a Glance
Key Responsibilities:
- Troubleshoot and resolve Level 2 support tickets and escalations.
- Administer Microsoft 365 including Exchange Online, SharePoint Online, OneDrive, Teams, and Intune.
- Support Windows Server environments and Active Directory.
- Configure and troubleshoot DNS, DHCP, Group Policy, and user administration.
- Support Windows 11 workstations and endpoint management.
- Troubleshoot switches, firewalls, VPNs, VLANs, and wireless networks.
- Perform server maintenance, patching, upgrades, and monitoring.
- Assist with Microsoft 365 migrations and SharePoint projects.
- Manage and document tickets using Autotask PSA.
- Maintain accurate documentation and knowledge base articles.
- Work closely with senior engineers on projects and escalations.
Mandatory Requirements:
- Minimum 3–5 years of IT support experience.
- Mandatory 2 years of MSP experience.
- Strong Microsoft 365 administration experience.
- Experience supporting SharePoint Online and OneDrive.
- Experience with Windows Server 2016/2019/2022.
- Strong knowledge of Active Directory, Group Policy, DNS, and DHCP.
- Experience supporting Windows 11 environments.
- Strong networking knowledge including TCP/IP, VPNs, VLANs, switching, wireless networking, and firewall troubleshooting.
- Experience with Exchange Online administration.
- Experience using Autotask PSA or similar ticketing systems.
- Excellent verbal and written English communication skills.
- Strong customer service and relationship management skills.
- Ability to work independently and manage multiple priorities.
- Live within 45 minutes of the office.
Preferred Qualifications:
- Microsoft certifications (MS-900, AZ-900, MS-102, MD-102).
- Experience with Datto RMM, Huntress, Auvik, or similar MSP tools.
- Experience with Azure administration.
- Experience with cybersecurity technologies including Microsoft Defender, MFA, and Conditional Access.
- Experience with VMware or Hyper-V virtualization.
Employer questions:
Your application will include the following questions:
- How long is your notice period?
- What is your expected monthly salary?
- How many years ‘ experience do you have in MSP?