Help desk technician – level 2

Job description

Is hiring for ICI and is currently seeking a Help Desk Technician – Level 2 to join our dynamic MSP/MSSP team. In this role, you will provide advanced technical support, resolve escalated issues, and ensure secure, efficient IT operations. You’ll deliver exceptional service to internal teams and clients while maintaining compliance with SLAs, KPIs, and security standards (SOC 2, ISO/IEC 27001).

Responsibilities include troubleshooting complex problems, documenting processes, developing SOPs, monitoring systems, and participating in an on-call rotation for critical incidents. This position requires strong technical expertise, clear communication, and a commitment to operational excellence.

Key responsibilities

1. Technical support (level 2)

1. Diagnose and resolve escalated technical issues, including:
2. Windows and macOS environments
3. Microsoft 365, Azure, and cloud services
4. Networking (firewalls, switches, VPNs, Wi-Fi)
5. Security tools (EDR, MFA, backup, patching)
6. VoIP systems
7. Handle advanced troubleshooting beyond Level 1 capabilities.
8. Participate in on-call rotations and provide after-hours support.
9. Document resolutions, workarounds, and best practices in the knowledge base.

2. Service delivery & quality assurance

1. Ensure tickets follow SOPs and ITIL-aligned processes.
2. Review tickets for accuracy and completeness.
3. Identify recurring issues and recommend improvements.
4. Assist with incident management during outages or high-impact events.
5. Maintain professional client communication during escalations.
6. Ensure all SLAs and KPIs are consistently met or exceeded.

3. Client interaction & communication

1. Serve as a technical liaison to ensure solutions align with client requirements and security expectations.
2. Support client projects (migrations, upgrades, implementations) using approved change management processes.
3. Ensure project activities are documented and completed in compliance with organizational standards.
4. Communicate clearly and professionally with clients regarding issues and resolutions.
5. Provide regular status updates during incidents and escalations.
6. Build customer trust through reliable, responsive, and knowledgeable support.
7. Assist in client meetings when technical input is required.
8. Support and execute client onboarding activities.

4. Documentation, SOP development & reporting

1. Develop and maintain a comprehensive knowledge base, including:
2. Technical procedures, troubleshooting guides, FAQs
3. IT best practices, templates, and resolutions
4. Client systems and project documentation
5. Create and standardize SOPs to ensure operational consistency and reliability.
6. Generate regular performance and service reports for internal teams and clients.
7. Track and report on service desk metrics, client feedback, and continuous improvement initiatives.

5. Technical escalation & incident management

1. Serve as the primary escalation point for complex technical issues.
2. Provide hands-on support during major incidents.
3. Troubleshoot high-level issues involving networking, servers, cloud platforms, and security.
4. Maintain up-to-date technical knowledge to improve service offerings.
5. Communicate resolution plans, progress, and outcomes clearly to customers.

6. Client relationship & project support

1. Serve as the technical liaison between clients and internal teams.
2. Participate in client meetings to review ongoing issues, projects, and improvements.
3. Provide recommendations for system upgrades, enhancements, and additional services.
4. Oversee and support client projects such as migrations, upgrades, and implementations.

7. Collaboration & continuous improvement

1. Work closely with Sales, Administration, Security, and Project teams.
2. Contribute to SOP and knowledge base improvements.
3. Stay current with emerging technologies and MSP best practices.
4. Support initiatives focused on efficiency, security, and customer satisfaction.

8. Other duties

1. Perform additional tasks and special assignments as required.
2. Carry out other responsibilities assigned by management.

9. Key Performance Indicators (KPIs)

1. Incident response and resolution time (SLA compliance)
2. First Call / First Contact Resolution (FCR)
3. Customer Satisfaction (CSAT)
4. System uptime and service availability
5. Reduction in repeat incidents
6. Ticket quality and documentation accuracy

10. Availability

1. Participate in an on-call rotation to support 24×7 operations.
2. Provide after-hours support as required for escalations and critical incidents.

Skills & experience (preferred)

The following experience will be considered an added advantage:

1. Experience with VMware and/or Hyper-V virtualization platforms, including virtual machine deployment, administration, and troubleshooting.
2. Experience administering and supporting 3CX VoIP systems, including user provisioning, extensions, call routing, and troubleshooting.
3. Knowledge of Backup & Disaster Recovery solutions, including backup monitoring, data restoration, and business continuity processes.
4. Exposure to ERP systems, including user support, troubleshooting, and basic administration.
5. Experience troubleshooting Microsoft Office and Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint.
6. Familiarity with Microsoft 365 administration tasks such as user account management, password resets, license assignment, mailbox management, and Microsoft Entra ID (Azure Active Directory) administration.
7. Knowledge of Windows Server environments, Active Directory, Group Policy, DNS, DHCP, and network troubleshooting.
8. Understanding of cybersecurity best practices, endpoint protection, and vulnerability remediation.
9. Relevant IT certifications such as Microsoft, CompTIA, VMware, or 3CX certifications are desirable.

Key attributes

As an employee of Intuition, you will have the opportunity to learn, lead, contribute, and be recognized for your achievements. We seek individuals who are motivated, talented, and dedicated, who aspire to be part of a dynamic and successful team. At Intuition, we are committed to offering rewarding career opportunities and investing in the professional growth of our employees.

We provide a pathway for career advancement, opportunities for continued education, a comprehensive employee benefits package, and a supportive, flexible work environment. Our aim is to foster an atmosphere where our employees can thrive and succeed.

In accordance with ICI’s policy on police background checks, employment for this position is contingent upon the candidate providing, at their own expense, a clear criminal record check prior to commencement of employment.

The selected candidate will be required to work from home and must be available during business hours from 8:30 AM to 5:30 PM EDT (night shift from 6:00 PM to 3:00 AM IST), or during the designated shift as allocated.

Job types: Full-time (day/night shifts)

About the company

INTUITION Consultancies Inc. (ICI) is a forward thinking and innovative leader in the IT sector, based in North America, providing IT support services and cybersecurity solutions to a diverse global clientele. Our continued success is driven by operational efficiency, effective communication, and robust administrative and accounting support to ensure seamless service delivery and comprehensive governance.

When applying

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Email your resume to [email protected]