IT Support Technician 2 / 3 level

Introduction

We are a growing Managed Service Provider supporting small and medium businesses with proactive IT management, cloud, networking, and security. We design, deploy, and maintain modern infrastructure, with a strong focus on Ubiquiti UniFi networks. You'll work in a team that values learning, ownership, and great client service.

We're looking for a technically strong technician to resolve escalated incidents, handle project deployments, and maintain client environments.

Duties & Responsibilities

Key Responsibilities

• Resolve escalated tickets (L1 escalations) within SLA, with clear documentation

• Support, troubleshoot, and maintain Windows 11 and Windows Server environments

• Build, manage, and recover virtual machines (backup restores, replication, failover)

• Administer Microsoft 365: Exchange Online, OneDrive, SharePoint, Teams, Entra ID (Azure AD), Intune

• Configure, deploy, and troubleshoot firewalls, managed switches, and wireless access points

• Deploy and maintain UniFi networks and other (gateways, switches, APs, VLANs, VPNs)

• Perform proactive maintenance: patching, monitoring alerts, backup checks

• Complete client site visits and new-client onboarding

• Keep documentation current (network diagrams, credentials, runbooks)

• Lead projects, handle major incidents, design solutions, mentor other staff, and contribute to standards and process improvement

Desired Experience & Qualification

Technical Requirements

Microsoft Windows

• Windows 11 deployment, imaging, and troubleshooting

• Windows Server (2016/2019/2022): Active Directory, DNS, DHCP, Group Policy, file services

• PowerShell for basic automation

Virtualization and Recovery

• Hyper-V and/or VMware

• VM creation, snapshots, migration, and restoration

• Backup and recovery tools

Microsoft 365

• Exchange Online: mailboxes, shared mailboxes, mail flow, SPF/DKIM/DMARC, spam and phishing remediation

• OneDrive and SharePoint: permissions, sync issues, restores

• Teams: policies, channels, calling, and meeting issues

• Licensing, MFA, Conditional Access, Entra ID, Intune

Networking (strong knowledge required)

• TCP/IP, subnetting, VLANs, routing, DHCP, DNS, NAT

• Firewall configuration and troubleshooting: rules, site-to-site and remote access VPN, IDS/IPS, content filtering

• Managed switches: VLANs, trunking, LACP, STP, PoE, port troubleshooting

• Wireless: site surveys, channel planning, roaming, SSID/VLAN design, interference troubleshooting

• Packet captures and diagnostic tools (Wireshark, ping/traceroute, etc.)

Advantageous

• Ubiquiti UniFi: UniFi Network, Protect, Access, and Talk; Dream Machine/Gateway/Switch/AP deployments

• VoIP: SIP, PBX/hosted platforms (e.g. Grandstream), QoS, handset provisioning, call-quality troubleshooting

• Other firewall vendors ( Sophos )

• RMM tools ( N-able)

Certifications

CompTIA A+, Network+; Microsoft MD-102 (Endpoint Administrator) or MS-900

CompTIA Network+ and Security+, or Cisco CCNA; Microsoft MD-102 and MS-102 (M365 Administrator)

Server / Virtualization

AZ-800 or equivalent (preferred)

AZ-800/AZ-801, VMware VCP, or Veeam VMCE

Networking / Security

Ubiquiti UniFi certification (advantage)

Ubiquiti UniFi certifications (UEWA/UniFi Academy), Fortinet NSE 4 or equivalent firewall vendor cert

Advantageous

Microsoft SC-900

MS-700 (Teams), SC-300, AZ-104, CCNP-level, VoIP vendor certs (e.g. 3CX)

Equivalent practical experience will be considered in lieu of certifications,

Experience

• Level 2: 3 to 5 years in an IT support or MSP environment, including L1 to L2 escalation work

• Level 3: 5+ years, including 2+ years in an MSP or multi-client environment, with demonstrated project leadership

Soft Skills

• Clear written and verbal communication with non-technical clients

• Strong ticket discipline and documentation habits

• Ability to prioritise under pressure across multiple clients

• Ownership mindset, with a drive to find root causes rather than quick fixes

• Willingness to learn and share knowledge

Other Requirements

• Valid driver's licence and own reliable transport (site visits)

• Willingness to participate in after-hours/on-call rotation and occasional project work outside business hours

• Clear criminal and credit background check

Package & Remuneration

Market Related