What are the responsibilities and job description for the Help Desk L2 Technician position at AT-NET Services?
About Us
AT-NET Services is a premier Managed IT Service Provider dedicated to delivering proactive, reliable IT solutions. Our expert team ensures top-tier IT support, security, and infrastructure management for clients across diverse industries. We are seeking a skilled and motivated Help Desk L2 Technician to join our growing team.
Job Summary
As a Help Desk L2 Technician, you will provide advanced technical support, resolve complex IT issues, and ensure high-quality service for our clients. You will troubleshoot and manage networks, hardware, software, and cloud services while maintaining excellent client satisfaction.
Key Responsibilities
- Provide remote and onsite technical support, focusing on quick issue resolution and client satisfaction.
- Diagnose and troubleshoot hardware, operating systems (Windows/macOS), applications, and cloud-based services.
- Administer and maintain Microsoft 365, Active Directory, and Azure environments.
- Manage firewalls, routers, switches, VLANs, VPNs, and SD-WAN solutions.
- Perform system updates, patch management, and security configurations.
- Support VMware environments and use PowerShell for troubleshooting and basic automation.
- Escalate tickets as per the defined escalation process.
- Liaise with vendors, suppliers, and internal teams to resolve IT challenges.
- Maintain and update documentation for client systems and processes.
- Ensure compliance with security best practices (CIS Controls, NIST, CMMC, etc.).
Qualifications & Requirements
- 3 years of experience in an IT support or help desk role, preferably within an MSP.
- Strong knowledge of Windows Server, Windows Desktop, and Microsoft Applications.
- Experience with Microsoft 365 administration (Exchange, SharePoint, Teams) and Azure.
- Proficiency in network troubleshooting (DNS, DHCP, VPN, TCP/IP).
- Hands-on experience with VMware support and PowerShell scripting.
- Familiarity with backup solutions, disaster recovery, and security best practices.
- Strong communication, customer service, and organizational skills.
- Certifications such as CompTIA A , Network , Microsoft Certified: Modern Desktop Administrator are a plus.
- Experience with ConnectWise Automate, Manage, SonicWALL GMS/NSM, and Logic Monitor is a plus.
Why Join Us?
- Competitive salary based on experience.
- Health, dental, and vision insurance.
- Paid time off and holidays.
- Opportunities for professional development and certifications.
- Collaborative and dynamic work environment.
If you're a dedicated IT professional passionate about delivering exceptional support, apply today to join AT-NET Services and grow with us!