OVERNIGHT Level 2 Technical Service Desk Support

Key Responsibilities

Reactive Support (Core L2 Function)

• Resolve escalated service desk tickets (L1 L2)
  
• Troubleshoot AWS Azure Windows MAC Linux M365 networking and endpoint issues
  
• Support user server and cloud-based environments
  
• Maintain SLA adherence and proper documentation in ITSM tools
  
• Communicate clearly with clients and internal teams
  

Proactive Work (Critical Expectation)

During lower ticket volume periods you are expected to actively identify and execute improvement work including but not limited to:

System Maintenance

• Patch management (servers RMM endpoints third-party apps)
  
• Backup monitoring and remediation
  
• Server health checks and performance tuning
  
• Disk space event logs and service monitoring
  

Automation & Efficiency

• Identify repetitive issues and propose automation opportunities
  
• Create scripts (PowerShell preferred) for remediation or deployment
  
• Improve ticket templates KB articles and runbooks
  

Endpoint & Cloud Management

• Intune packaging and application deployment
  
• Device compliance monitoring
  
• M365 administration (Exchange Teams SharePoint basics)
  
• Multi Factor Authentication management console (MFA DUO Google Authenticator)
  

Documentation & Knowledge Base

• Create and maintain technical documentation
  
• Improve SOPs and standard operating procedures
  
• Document recurring issues and solutions
  

Environment Optimization

• Identify trends in tickets and propose root cause fixes
  
• Recommend infrastructure or configuration improvements
  
• Reduce ticket volume through preventative actions
  

What Success Looks Like

• You reduce recurring tickets through proactive fixes
  
• You identify and complete work without being assigned
  
• You improve client environments over time
  
• You contribute to automation documentation and standardization
  
• You operate independently with minimal supervision
  

Required Skills & Experience

• 35 years in a Service Desk or MSP environment
  
• Strong troubleshooting across:
  
• Windows OS (desktop & server)
  
• Microsoft 365 (Exchange Azure AD Teams)
  
• Basic networking (DNS DHCP VPN)
  
• Experience with:
  
• RMM tools (Datto Ninja Addigy ConnectWise etc.)
  
• ITSM platforms (Jira ConnectWise Autotask etc.)
  
• Backup solutions and monitoring (Axcient VM Snapshot)
  
• Working knowledge of:
  
• Intune / endpoint management
  
• Patch management tools
  
• Ability to work independently and manage time effectively
  

Preferred (High-Value) Skills

• PowerShell scripting
  
• Experience with automation tools
  
• Experience in MSP environments with multiple clients
  
• Familiarity with ITIL practices
  
• Virtualization frameworks
  

Behavioral Expectations (Non-Negotiable)

• Self-starter with strong ownership mindset
  
• Proactive not reactive
  
• Comfortable working without constant supervision
  
• Continuously looking for ways to improve systems
  
• Strong documentation discipline
  

What This Role Is NOT

• Not a wait for tickets position
  
• Not a role for someone who needs constant direction
  
• Not limited to reactive support