L2 Support Engineer – IT Services

About the role

We are seeking a Level‑2 Support Engineer to provide out‑of‑hours technical assistance to our clients. You will work remotely with end‑users via phone, video and remote desktop, ensuring incidents are resolved efficiently.

Key responsibilities

• Deliver out‑of‑hours L2 support to end users through phone, video and remote desktop sessions.
• Triage, diagnose and resolve incidents across Microsoft 365, Google Workspace, endpoints and VPN.
• Own tickets from initial contact through to resolution and closure, providing detailed notes.
• Escalate issues only when necessary, supplying full context.

Required profile

• Proven experience in an L2 IT support or MSP engineer role.
• Strong knowledge of Microsoft 365 (Exchange, Teams, SharePoint, Intune).
• Experience administering Google Workspace.
• Endpoint troubleshooting on Windows (primary) and macOS (desirable).
• VPN configuration, troubleshooting and connectivity diagnostics.
• Ability to work independently during unsociable hours.
• Excellent written and verbal communication skills.

Required skills

• Microsoft 365 – Exchange, Teams, SharePoint, Intune
• Google Workspace administration
• Windows operating system
• macOS (desirable)
• VPN technologies
• Autotask PSA
• Halo PSA
• Ninja RMM
• IT Glue documentation
• VoIP systems

What we offer

• Competitive salary
• Leave encashment and paid leaves
• Bi‑annual and yearly pay reviews
• Annual and milestone achievement bonuses
• Employee gratuity and growth‑based increments
• Fuel, gym, internet/mobile allowances
• Accommodation, free or subsidized meals
• Medical coverage (OPD, IPD)
• Annual trip and recreational activities
• Training opportunities and a fast‑growing team environment