This is a customer-focused position within a fast-paced Managed Service Provider environment. The successful candidate will be primarily responsible for delivering high-quality Level 2 technical support while also assisting the project team with onboarding and upgrade activities for both new and existing clients. A strong commitment to customer satisfaction, service excellence, and ownership of outcomes is essential.

Key Responsibilities Deliver Level 2 support for customer issues escalated from the Service Desk, ensuring timely and effective resolution. Proactively monitor and manage ticket queues to meet SLA targets and maintain clear communication with customers throughout. Support the 1st Line team as required, including handling customer calls during high-volume periods. Assist the Project Manager with implementation tasks across software, hardware, and infrastructure services—both remotely and occasionally on-site at customer locations. Accurately document work perform...