L2 Support Technician - #34351

As an L2 Support Technician, you are involved in  providing exceptional remote support to our UK clients.  You need to have a strong background in IT support, excellent customer service skills, and a deep understanding of Microsoft Office 365, Azure, and various MSP tools.

Company Profile:

Our client is a UK-headquartered IT Solutions company that was founded in 2006 with offices in UK and South Africa.  They provide the IT support and consultancy services that enable organizations to operate more efficiently, and safely in the knowledge that their IT systems are optimized and proactively managed. They specialize in providing comprehensive IT solutions, including  remote support, infrastructure  management, and cloud services to their UK-based clients.

Due to their continued success, they are looking to establish their IT team in the Philippines and are seeking a passionate and autonomous L2 Support Technician to be a part of their pioneering team.

This is an excellent career move for someone who wants to join a company with a clear vision and direction and promotes a culture of teamwork and healthy working relationships between employees and the leadership team

Duties and Responsibilities:

·       Provide Level 2 technical support to our UK clients, addressing and resolving issues efficiently.

·       Utilize MSP tools such as Remote Monitoring and Management (RMM) and Professional Services Automation (PSA)/ticketing systems to manage and track issues.

·       Support clients with Network Operations Centre (NOC) services, including patch management, backup checks, infrastructure monitoring, and alerting.

·       Assist with end-user support, ensuring a high level of customer satisfaction.

·       Collaborate with team members to share knowledge and contribute to continuous improvement of our service delivery.

Maintain up-to-date knowledge of the latest IT trends and technologies.

Requirements

Must-have Skills/Qualification:

·       Proven experience in a Level 2 support role or similar within an MSP environment.

·       Strong knowledge of Microsoft Office 365 and Azure.

·       Familiarity with MSP tools such as RMM and PSA/ticketing systems.

·       Experience in NOC services, including patch management, backup checks, and infrastructure monitoring.

·       Exceptional customer service skills and the ability to handle complex support issues.

·       Excellent English communication skills to effectively collaborate with foreign counterparts and clients

·       Impeccable problem-solving skills

·       Ability to work independently and as part of a global team.

·       Willingness to work in the specified hours to support UK clients

Advantageous Skills:

·       Bachelor’s Degree

·       MSP Background experience