Off-Hours Helpdesk Technician (L2)
This role is focused on L2 support during off-hours, handling tickets escalated from L1 or incoming issues that require deeper troubleshooting. You’ll work within our PSA/RMM systems, follow documented SOPs, and escalate cleanly to L3 when needed. This is not a call-center role — we’re looking for someone who understands MSP environments and can work independently. Key Responsibilities Handle L2 service desk tickets during off-hours Troubleshoot Windows workstation and user issues Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint) Active Directory user/group management Password resets, account lockouts, permissions VPN and connectivity troubleshooting Basic network diagnostics (DNS, DHCP, Wi-Fi) Follow escalation procedures to L3 when required Document work clearly and professionally in tickets Required Skills & Experience 3+ years experience in an MSP or structured IT support environment Strong Windows 10/11 troubleshooting Microsoft 365 / Azure AD / Entra ID experience Active Directory (users, groups, GPO basics) Clear written and spoken English Comfortable working independently during off-hours Strong documentation and communication skills Nice to Have Experience with RMM and PSA tools VPN troubleshooting experience Basic PowerShell knowledge ITIL familiarity Apply tot his job