Level 2 Technical Service Desk Support at Black Birch… · Santo…

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The Level 2 Technical Service Desk Technician solves advanced technical problems that are escalated from Level 1 support.

This role is not only about answering tickets. You are expected to use free time to improve systems, fix root causes, create documentation, and automate tasks.

You should work like the owner of the systems, not just someone waiting for new tickets.

Requirements

Key Responsibilities

Reactive Support (Core L2 Function)

• Resolve escalated service desk tickets (L1 → L2)
• Troubleshoot AWS, Azure, Windows, MAC, Linux, M365, networking, and endpoint issues
• Support user, server, and cloud-based environments
• Maintain SLA adherence and proper documentation in ITSM tools
• Communicate clearly with clients and internal teams

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Proactive Work (Critical Expectation)

During lower ticket volume periods, you are expected to actively identify and execute improvement work, including but not limited to:

System Maintenance

• Patch management (servers, RMM, endpoints, third-party apps)
• Backup monitoring and remediation
• Server health checks and performance tuning
• Disk space, event logs, and service monitoring

Automation & Efficiency

• Identify repetitive issues and propose automation opportunities
• Create scripts (PowerShell preferred) for remediation or deployment
• Improve ticket templates, KB articles, and runbooks

Endpoint & Cloud Management

• Intune packaging and application deployment
• Device compliance monitoring
• M365 administration (Exchange, Teams, SharePoint basics)
• Multi Factor Authentication management console (MFA, DUO, Google Authenticator)

Documentation & Knowledge Base

• Create and maintain technical documentation
• Improve SOPs and standard operating procedures
• Document recurring issues and solutions

Environment Optimization

• Identify trends in tickets and propose root cause fixes
• Recommend infrastructure or configuration improvements
• Reduce ticket volume through preventative actions

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What Success Looks Like

• You reduce recurring tickets through proactive fixes
• You identify and complete work without being assigned
• You improve client environments over time
• You contribute to automation, documentation, and standardization
• You operate independently with minimal supervision

Required Skills & Experience

• 3–5 years in a Service Desk or MSP environment
• Strong troubleshooting across:
  • Windows OS (desktop & server)
  • Microsoft 365 (Exchange, Azure AD, Teams)
  • Basic networking (DNS, DHCP, VPN)
• Experience with:
  • RMM tools (Datto, Ninja, Addigy ConnectWise, etc.)
  • ITSM platforms (Jira, ConnectWise, Autotask, etc.)
  • Backup solutions and monitoring (Axcient, VM Snapshot)
• Working knowledge of:
  • Intune / endpoint management
  • Patch management tools
• Ability to work independently and manage time effectively

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Preferred (High-Value) Skills

• PowerShell scripting
• Experience with automation tools
• Experience in MSP environments with multiple clients
• Familiarity with ITIL practices
• Virtualization frameworks

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Behavioral Expectations (Non-Negotiable)

• Self-starter with strong ownership mindset
• Proactive, not reactive
• Comfortable working without constant supervision
• Continuously looking for ways to improve systems
• Strong documentation discipline

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What This Role Is NOT

• Not a “wait for tickets” position
• Not a role for someone who needs constant direction
• Not limited to reactive support

Benefits

✔ Competitive Salary Packages

✔ Paid Sick Days

✔ Continuous Training and Growth

✔ Performance based Incentives

✔ Private Health Insurance

✔ Christmas Bonus

✔ Supportive culture that values employee well being

Passion meets purpose and every day feels like a win.