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Job Ref: 13981

L2 Helpdesk Technician
Our client is seeking an L2 Helpdesk Technician to provide support for their clients’ IT needs. This position is responsible for assisting L1 techs with issues and finding a solution. This role works closely with desktop, server, network, mobile, and security technologies across our client’s customer infrastructure. If you have a passion for helping people, this position is for you.


  • 4 years relevant work experience or greater
  • Experience with RMM tools
  • Ability to implement modern security: MFA, Conditional Access, Email Security, Least Privilege
  • Deep knowledge of TCP/IP networking
  • Deep knowledge of Active Directory and Azure AD
  • Deep knowledge of SMB/Windows file shares & permissions
  • Experience with 365 Administration and Net New Tenant setup
  • Bachelor’s degree or greater preferred
  • Three or more years of experience working in a managed service provider environment is a huge plus
  • Experience with PSA or similar ticket/time tracking tools preferred
  • Experience with Linux deployment and usage preferred
  • CompTIA Network+ and Security+ certification is preferred
  • MS-100 Certification or better preferred
  • Experience deploying servers is a plus
  • Experience with VMware is plus
  • Experience with VoIP system configuration and deployment preferred


  • Via supplied tools, troubleshoot and determine the issues and resolve in a timely fashion
  • Perform deep troubleshooting and analysis of complex issues before escalating to level 3 technical team
  • Collaborate with all team members, service coordinators, and service managers to assist clients with their requests/issues
  • Manage and complete requests assigned to you via our ticketing system / PSA
  • Configure, repair, and deploy IT equipment as needed: servers, network equipment, desktops, laptops, etc.
  • Document all processes and update existing documentation
  • Provide support for the following key areas: servers, mailflow, security, software, networking, complex desktop issues
  • Support Microsoft related products: Active Directory (Group Policy, AAD Connect, DFS), Azure AD, Exchange Online, Office 365, Teams, SharePoint Online, MS Office, etc.


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