L2 Support Technician - #34351

Manila Recruitment; United Kingdom; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading UK IT Solutions company is seeking an L2 Support Technician to provide exceptional remote support to UK clients. This role involves technical troubleshooting, collaboration with a global team, and utilizing various MSP tools. Ideal candidates have a strong IT support background, proficiency in Microsoft Office 365 and Azure, and exceptional customer service skills.

Qualifications

• Proven experience in Level 2 support role within MSP.
• Exceptional customer service and English communication skills.
• Ability to work independently and handle complex support issues.

Responsibilities

• Provide Level 2 technical support and efficiently resolve client issues.
• Manage issues with MSP tools and support clients with NOC services.
• Collaborate with team members for continuous service improvements.

Skills

Customer service

Problem-solving

Microsoft Office 365

Azure

NOC services

MSP Tools

Education

Bachelor’s Degree

Tools

MSP tools (RMM, PSA)

Job description

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.

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