Job Description

About the client

Our client is a managed IT services provider delivering reliable, secure, and scalable technology solutions to businesses. The team supports a wide range of clients, providing proactive IT support, cloud services, and security-focused solutions to ensure smooth day-to-day operations.

About Teamified

Teamified is a talent partner helping companies build exceptional remote teams across IT, software, product, and digital innovation. We collaborate with leading enterprises and fast-scaling tech businesses worldwide to help them access world class talent and accelerate growth. With operations across the globe our mission is to make building high performing global teams simple, fast, and cost-effective. Teamified has hundreds of clients with more than 200 engineers, testers, product managers, designers, and technology experts delivering impactful solutions every day.

The Level 2 IT Support Engineer provides advanced technical support to clients by resolving escalated issues, managing cloud and Microsoft environments, and supporting security and infrastructure operations. This role requires strong technical expertise, excellent communication skills, and the ability to work independently while collaborating within the team and interacting with clients in a customer-facing capacity.

Responsibilities:

• Provide Level 2 technical support for escalated help desk tickets and client calls, ensuring timely resolution and accurate documentation.
• Diagnose, troubleshoot, and resolve issues related to Active Directory, Hosted Exchange, Microsoft 365, and networking
• Administer Microsoft 365 environments, including user management, security policies, email configurations, and access controls.
• Support and maintain AD environments, including user accounts, group policies, permissions, and directory services.
• Manage calls and tickets efficiently using the help desk system, updating status and communicating progress clearly.
• Assist with security administration, including MFA, conditional access, email security, and basic incident response.
• Work in a Microsoft Teams environment to communicate with team members and clients.
• Provide customer-facing support, communicating complex technical concepts clearly to clients.
• Escalate complex issues to Level 3 engineers when required and assist with implementation of solutions.
• Document resolutions, procedures, and system changes clearly and accurately.

Requirements:

• Proven experience in a Level 2 IT Support / Help Desk role, preferably within an MSP environment.
• Strong hands-on experience with:
• Active Directory (AD)
• Hosted Exchange
• Microsoft 365 administration and security
• Basic networking knowledge
• Clear and concise English communication skills, both written and verbal.
• Customer-facing experience supporting diverse clients.
• Ability to work independently, prioritize tasks, and manage multiple tickets effectively.
• Experience using MS Teams for team collaboration and client communication.
• Strong troubleshooting skills across Windows environments and common business applications.

Preferred Qualifications:

• CompTIA A+ and Network+ certification (preferred, not mandatory)
• Microsoft certifications (M365, Azure, Security) (preferred, not mandatory)
• Experience with ticketing and call management systems in a help desk environment.
• Exposure to endpoint security, backup solutions, and IT infrastructure management

Benefits:

• Flexibility in work hours and location, with a focus on managing energy rather than time.
• Access to online learning platforms and a budget for professional development
• A collaborative, no-silos environment, encouraging learning and growth across teams
• A dynamic social culture with team lunches, social events, and opportunities for creative input
• Health insurance
• Leave Benefits
• 13th Month Salary

If you possess the required skills and are eager to contribute to our team's success, we encourage you to apply for this exciting opportunity. Apply now!