About the job
About Our Client
Our client is a premier managed IT services provider, dedicated to delivering dependable, secure, and scalable technology solutions tailored for businesses. They offer a comprehensive suite of services, including proactive IT support, cloud solutions, and security-focused strategies to facilitate smooth daily operations.
About Teamified
Teamified serves as a strategic talent partner, assisting organizations in constructing top-notch remote teams across IT, software, product development, and digital innovation. We collaborate with leading enterprises and rapidly growing tech companies globally, enabling them to tap into world-class talent and expedite growth. With a global footprint, our mission is to simplify, accelerate, and make the process of building high-performing global teams cost-effective. Teamified proudly supports hundreds of clients with a workforce of over 200 engineers, testers, product managers, designers, and tech specialists delivering impactful solutions daily.
Job Summary:
As a Level 2 IT Support Engineer, you will deliver sophisticated technical support by addressing escalated issues, managing cloud and Microsoft environments, and upholding security and infrastructure operations. This role demands deep technical expertise, outstanding communication abilities, and a capacity to work autonomously while collaborating with team members and engaging with clients in a customer-centric role.
Responsibilities:
- Deliver Level 2 technical support for escalated help desk tickets and client inquiries, ensuring prompt issue resolution and accurate documentation.
- Diagnose, troubleshoot, and resolve issues related to Active Directory, Hosted Exchange, Microsoft 365, and networking.
- Administer Microsoft 365 environments, handling user management, security policies, email configurations, and access controls.
- Support and maintain AD environments, managing user accounts, group policies, permissions, and directory services.
- Effectively manage calls and tickets using the help desk system, providing status updates and clear communication.
- Assist with security administration, including MFA, conditional access, email security, and basic incident response.
- Operate within a Microsoft Teams environment to coordinate with team members and clients.
- Provide customer-facing support, articulating complex technical concepts clearly to clients.
- Escalate intricate issues to Level 3 engineers when necessary and support the implementation of solutions.
- Document resolutions, procedures, and system changes with clarity and precision.
