Tier II Service Desk Technician

Job DescriptionJob Description

The role:

You’ll be the go-to engineer for the 20 % of tickets that need deeper thinking — enough challenge to keep you sharp, but within a well-run, proactive environment where fires are the exception, not the rule.

Key Responsibilities:

• Advanced Support & Escalations: Handle tickets that Tier 1 can’t finish—Windows hiccups, M365 quirks, isolated network issues—using PowerShell, vendor portals, and solid troubleshooting method.
• Hybrid Infrastructure Care: Support Microsoft 365, Active Directory, basic Azure AD tasks, plus switches, firewalls, and access points.
• Document & Improve: Record fixes in PSA, add KB articles, and suggest scripts or policy tweaks that reduce repeat tickets.
• Collaborate & Grow: Work with Tier 1 and Tier 3 engineers, assist on migrations and small projects, and step into new tech as your skills expand.

Must-have skills:

• 4–7 years of hands-on end-user and infrastructure support—preferably in an MSP or similar multi-client setting.
• Strong Windows OS knowledge; MacOS/Linux familiarity a plus.
• Confident with LAN/WAN fundamentals (DNS, DHCP, VLANs, VPN).
• Working experience with M365 / Azure AD and on-prem AD.
• Clear communicator — able to set expectations with non-technical users.

About Us:
We pride ourselves on delivering high-quality IT solutions to our diverse client base. As we expand, we're looking for a skilled Tier II Service Desk Technician to help us continue delivering excellent technical support and IT services.

Job Summary:
As a Tier II Service Desk Technician, you will be a critical part of our team, responsible for troubleshooting more complex technical issues, supporting end-users, and helping maintain the efficiency and security of our clients' IT systems. Your role will include working closely with other IT teams to deliver solutions that keep operations running smoothly.

Why Join Us?:
At Infradapt, you'll be part of a dynamic, supportive team that values growth, collaboration, and innovation. We offer a challenging yet rewarding work environment with opportunities for career development.

How to Apply:
Please submit your resume and a brief cover letter outlining your experience or a brief description of a memorable troubleshooting.

If you’re looking for a role where your expertise matters—and where problems are solved, not passed around—we’d love to meet you.

Company DescriptionInfradapt is a Managed Services Provider serving Businesses, Education and Government with Outsourced IT and Telecom Solutions.Company DescriptionInfradapt is a Managed Services Provider serving Businesses, Education and Government with Outsourced IT and Telecom Solutions.