About the position
L2 support & troubleshooting: desktops, laptops, printers, peripherals; Windows 10/11 (macOS helpful).
Networking: Wi Fi/LAN support (DHCP/DNS, VLAN basics, SSIDs, captive portals); site visits to diagnose issues.
Microsoft stack: AD (users/groups, GPO basics), M365/Exchange Online, OneDrive/SharePoint first line admin.
Ticketing & SLAs: triage, update, and resolve tickets in HaloPSA with accurate categories, time logs, and client friendly updates.
RMM & patching: use NinjaOne to monitor, patch, and remediate endpoints/servers.
Documentation: maintain KBs, asset notes, change logs, and network diagrams — “done means documented.”
Minimum Requirements:
Minimum Requirements (Must Have)
Certifications: CompTIA A+ and CompTIA Network+ (required); ITIL Foundation is a bonus.
Experience: 2–4 years in an MSP or multi site support environment, operating at solid L1.5–L2 level.
Technical: Windows 10/11 support; M365 basics; AD user/admin tasks; passwords, groups, basic GPO; Wi Fi/LAN troubleshooting (DHCP/DNS, IP basics, SSID issues, simple VLAN concepts).
Tooling: comfortable with ticketing systems (ideally HaloPSA) and RMM (ideally NinjaOne).
Non negotiables: excellent English communication; strong admin discipline; excellent ticketing & documentation.
Other: valid driver’s licence and reliable transport; SA work authorisation.
Nice to Have (Advantages)
ITIL Foundation certification.
Exposure to Hyper V/VMware basics, file/print servers, NAS.
Email security, EDR/AV, and backup/restore basics (e.g., Veeam or Cove).
Fortinet/Meraki/Unifi experience for Wi Fi and edge troubleshooting.
Soft Skills & Behaviours:
Client friendly, calm under pressure, and proactive.
Structured troubleshooting and strong follow through.
Ownership mindset: communicates early, documents clearly, closes the loop.
Desired Skills:
- Windows 10/11 support
- M365 basics
- AD user/admin tasks
