L2 Technician – Network & Infrastructure Focused

About the role

We are looking for an experienced Level 2 IT Technician with a strong Microsoft 365 focus to handle escalated and moderately complex technical issues across client environments. The ideal candidate has hands-on experience with Microsoft Entra ID, Exchange Online, SharePoint, OneDrive, Teams, Windows, identity, networking, and business applications.

Key responsibilities

• Resolve escalated L2 technical issues across Windows, Microsoft 365, identity, applications, hardware, and networking.
• Administer and troubleshoot Microsoft 365, Entra ID, Exchange Online, SharePoint, OneDrive, and Teams.
• Troubleshoot authentication, MFA, permissions, mail flow, synchronization, licensing, and user-access issues.
• Perform approved user, group, mailbox, licensing, and configuration changes.
• Investigate issues using administrative portals, logs, diagnostic tools, and technical documentation.
• Identify recurring or systemic issues and implement permanent fixes within scope.
• Maintain accurate ticket notes, technical documentation, SOPs, and resolution details.
• Provide clear client communication and properly escalate high-risk or L3-level issues.
• Provide technical guidance and support to Level 1 technicians.
• Assist with Microsoft 365, endpoint, infrastructure, and other technical improvement initiatives.

About you

• 3+ years of IT support, help desk, systems administration, or related experience.
• Hands-on experience administering and troubleshooting Microsoft 365 environments.
• Experience with Entra ID, Exchange Online, SharePoint, OneDrive, Teams, and identity management.
• Strong understanding of MFA, authentication, permissions, Conditional Access, and security concepts.
• Working knowledge of DNS, DHCP, TCP/IP, VPNs, and basic network troubleshooting.
• Experience with ticketing, remote monitoring, endpoint management, and documentation platforms.
• Strong troubleshooting, analytical, organizational, and communication skills.
• Ability to independently manage escalated issues and identify root causes.
• High school diploma or equivalent required; technical education or equivalent experience preferred.

Benefits

• 13th Month Pay
• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)