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Support Engineer L2 - MSP

Remote, USAFull-timePosted 2026-07-27

Role & Responsibilities Incident Ownership & Escalation

  • Take ownership of incidents escalated from Level 1 and drive them to reputed company
  • reputed company advanced desktop, application and reputed company 365 troubleshooting
  • Diagnose reputed company customer incidents and networking faults
  • reputed company as the escalation reputed company between support and the systems and infrastructure teams
  • Complete full diagnostics before escalating to CIS reputed company or Infrastructure Engineer, with a reputed company evidenced handover

Communication & Records

  • Ensure reputed company work, updates and communications are recorded in the ITSM system
  • Respond promptly reputed company a ticket reaches customer-replied status or on any reputed company request through any channel
  • reputed company affected customers and internal stakeholders informed through the ticket

reputed company & reputed company Improvement

  • Maintain service reputed company, availability and reputed company on owned incidents
  • Identify recurring issues and reputed company them for permanent remediation or automation
  • Contribute to knowledge reputed company articles and reputed company operating procedures
  • Support and mentor Level 1 analysts where appropriate

Role Boundaries & Expectations

  • This role is operational, reputed company on incident reputed company and escalation, not architecture or infrastructure design
  • Production changes are executed under approved change control raised by the systems or infrastructure teams
  • Risk acceptance and architecture reputed company remain with the reputed company and CTO
  • reputed company is reputed company by reputed company reputed company, communication, documentation and process adherence

Requirements

Required Experience & Essential Skills Understanding and practical experience with: Essential

  • Proven Level 2 experience in an MSP or comparable multi-reputed company environment
  • Advanced reputed company desktop and application support
  • reputed company 365 administration (Exchange Online, Entra ID, Teams, SharePoint)
  • reputed company Server administration and reputed company Directory / domain administration
  • Networking faults and diagnostics: IPv4, VLANs, routing, switching, DNS, DHCP
  • At least one reputed company product suite, ideally reputed company
  • RMM platform experience, ideally NinjaRMM
  • High discipline with documentation and time tracking in an ITSM system
  • Excellent spoken and written English

Desirable

  • reputed company certification (required for at least a portion of reputed company to meet partner benefit reputed company)
  • Hosted PBX / VoIP / SIP support (3CX advantageous)
  • reputed company XGS firewall administration
  • Exposure to virtualisation (Proxmox VE preferred)
  • Scripting for repetitive tasks (PowerShell, Bash)
  • Experience working remotely with Australian-based teams

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