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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Level 2 IT Support, with strong capabilities in Active Directory, Microsoft 365 administration, and troubleshooting across Windows environments. Proficient in customer communication and ticket management within a help desk framework.
Highest-signal resume keywords
Active Directory AdministrationMicrosoft 365 AdministrationTroubleshooting SkillsCustomer-Facing SupportHelp Desk Ticket Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Active DirectoryHosted ExchangeMicrosoft 365Basic NetworkingTroubleshootingEndpoint SecurityBackup SolutionsIT Infrastructure Management
Soft Skills
Clear CommunicationCustomer ServiceTask PrioritizationIndependent Work
Tools & Technologies
MS TeamsHelp Desk System
Industry Keywords
Level 2 IT SupportMSP EnvironmentSecurity AdministrationIncident Response
About the role
Key responsibilities & impact- Provide Level 2 technical support for escalated help desk tickets and client calls, ensuring timely resolution and accurate documentation.
- Diagnose, troubleshoot, and resolve issues related to Active Directory, Hosted Exchange, Microsoft 365, and networking.
- Administer Microsoft 365 environments, including user management, security policies, email configurations, and access controls.
- Support and maintain AD environments, including user accounts, group policies, permissions, and directory services.
- Manage calls and tickets efficiently using the help desk system, updating status and communicating progress clearly.
- Assist with security administration, including MFA, conditional access, email security, and basic incident response.
- Work in a Microsoft Teams environment to communicate with team members and clients.
- Provide customer-facing support, communicating complex technical concepts clearly to clients.
- Escalate complex issues to Level 3 engineers when required and assist with implementation of solutions.
- Document resolutions, procedures, and system changes clearly and accurately.
Requirements
What you’ll need- Proven experience in a Level 2 IT Support / Help Desk role, preferably within an MSP environment.
- Strong hands-on experience with Active Directory (AD).
- Strong hands-on experience with Hosted Exchange.
- Strong hands-on experience with Microsoft 365 administration and security.
- Basic networking knowledge.
- Clear and concise English communication skills, both written and verbal.
- Customer-facing experience supporting diverse clients.
- Ability to work independently, prioritize tasks, and manage multiple tickets effectively.
- Experience using MS Teams for team collaboration and client communication.
- Strong troubleshooting skills across Windows environments and common business applications.
- Experience with ticketing and call management systems in a help desk environment.
- Exposure to endpoint security, backup solutions, and IT infrastructure management.
Benefits
Comp & perks- Flexibility in work hours and location, with a focus on managing energy rather than time.
- Access to online learning platforms and a budget for professional development
- A collaborative, no-silos environment, encouraging learning and growth across teams
- A dynamic social culture with team lunches, social events, and opportunities for creative input
- Health insurance
- Leave Benefits
- 13th Month Salary