Level 2 Run Technician / Systems Support Engineer

We are seeking a highly motivated Level 2 Run Technician / Systems Support Engineer to serve as an escalation point for complex technical issues across cloud and on-premises environments. This role goes beyond traditional help desk support and requires a professional capable of independently owning incidents from initial triage through resolution and root cause analysis.

The ideal candidate has experience working in MSP or multi-tenant environments, thrives in SLA-driven operations, and demonstrates strong technical expertise across Microsoft technologies, networking, endpoint management, and infrastructure support. This individual will play a key role in maintaining system stability, minimizing operational risk, and delivering exceptional support to end users and clients.

What you'll do: 

• Act as the primary escalation point for complex technical incidents and service requests.
• Own incidents end-to-end, including triage, troubleshooting, resolution, documentation, and root cause analysis.
• Support and administer Microsoft 365, Entra ID (Azure AD), Active Directory, and related Microsoft technologies.
• Troubleshoot issues across cloud and on-premises environments.
• Diagnose and resolve networking issues involving VPNs, DNS, DHCP, TCP/IP, routing, and firewalls.
• Support endpoint management, workstation administration, software deployments, and device troubleshooting.
• Monitor system health and proactively identify operational risks and improvement opportunities.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Collaborate with internal teams, vendors, and stakeholders to resolve technical issues efficiently.
• Ensure compliance with service-level agreements (SLAs) and operational standards.
• Participate in problem management activities and continuous service improvement initiatives.
• Assist with system maintenance, upgrades, and infrastructure support activities.
• Leverage automation and AI-assisted tools where appropriate to improve efficiency and service quality.

Qualifications: 

• 4+ years of experience in technical support, systems administration, infrastructure support, or managed services environments.
• Experience supporting cloud and on-premises infrastructure.
• Strong knowledge of Microsoft 365, Entra ID (Azure AD), and Active Directory.
• Hands-on experience with Windows administration and endpoint support.
• Solid understanding of networking fundamentals, including VPNs, DNS, firewalls, DHCP, and TCP/IP.
• Experience owning escalated incidents from triage through resolution.
• Ability to perform root cause analysis and implement corrective actions.
• Experience working in SLA-driven and multi-tenant support environments.
• Strong troubleshooting and problem-solving skills.
• Excellent documentation and knowledge-sharing practices.
• Ability to communicate effectively with technical and non-technical stakeholders.
• Professional English communication skills (written and verbal).
• Ability to work independently and take ownership of critical support issues.