Overview: Snapscale is seeking an experienced Level 2 Help Desk / Support Agent to provide technical support within a Managed Service Provider (MSP) environment. This role involves handling escalated IT issues, supporting end users, and managing Microsoft-based systems and infrastructure. The ideal candidate has strong troubleshooting skills, solid technical knowledge, and the ability to work in a fast-paced support environment. Key Responsibilities: Provide Level 2 technical support for end users via phone and remote tools Set up new PCs and ensure proper documentation of all work performed Manage and support Office 365 environments, including user administration Troubleshoot hardware and software issues on Windows 10 and Windows 11 systems Support Microsoft Intune device management (basic level) Administer users and permissions in Windows Server 2012 and later Provide support for SharePoint (Office 365) administration Perform virus removal, system cleanup, and remediation tasks Troubleshoot PC hardware issues (memory, storage, and component replacement) Support basic network troubleshooting (WAN/LAN, IP addressing, DHCP) Perform basic firewall troubleshooting and configuration Use ConnectWise Manage and remote support tools for ticket handling Perks: Health Maintenance Organization (HMO) Competitive pay Government-mandated benefits 13th month pay Night differential pay Internet allowance Yearly salary increase Opportunities for career growth and development Requirements 5–7+ years of experience in a Managed Service Provider (MSP) or Help Desk environment Strong experience managing Office 365 users and systems Solid knowledge of Microsoft Windows 10/11 environments Experience with Microsoft Office 2016, 2019, and Office 365 Experience with Windows Server 2012 and later user management Basic knowledge of Microsoft Intune and SharePoint administration Strong troubleshooting skills for hardware, software, and network issues Understanding of WAN/LAN, IP addressing, and DHCP concepts Familiarity with basic firewall configuration and troubleshooting Willingness to learn new technologies and tools Strong communication skills with a positive and team-oriented attitude Detail-oriented, self-driven, and able to work independently