MSP Support Services
Website:
mspsupports.com
Job details:
L2 Senior System Administrator – MSP
MSP Support Services Pvt. Ltd. is looking for an experienced L2 Senior System Administrator to support one of our leading North American MSP clients.
We are looking for more than just a technically strong engineer. The right candidate will be a customer-focused IT professional who can troubleshoot complex technical issues while providing a professional, patient, and positive experience to end users and clients.
The ideal candidate should be comfortable communicating directly with North American customers, taking ownership of issues, asking the right questions, and following problems through to resolution.
What We’re Looking For
We are looking for someone who combines:
- Strong L2 technical troubleshooting skills
- Excellent customer service and communication
- A professional and positive attitude
- Strong ownership and accountability
- Ability to work effectively with clients and internal teams
- Patience and empathy when dealing with end users
- Ability to explain technical issues clearly to non-technical users
- A willingness to learn and continuously improve
- The ability to remain calm and professional under pressure
Key Responsibilities
- Provide L2 technical support to end users across multiple client environments.
- Troubleshoot and resolve escalated Windows, Microsoft 365, networking, hardware, software, and application issues.
- Support Microsoft 365, Entra ID/Azure AD, Active Directory, Exchange Online, Teams, OneDrive, and SharePoint.
- Troubleshoot DNS, DHCP, VPN, TCP/IP, Wi-Fi, and other networking issues.
- Take ownership of tickets from initial troubleshooting through resolution.
- Communicate proactively with customers and provide clear updates on ticket status.
- Deliver a consistently professional and customer-focused support experience.
- Ask appropriate questions to understand the customer's actual problem rather than simply addressing the immediate symptom.
- Document troubleshooting steps, resolutions, and customer interactions accurately.
- Meet SLA and ticket-management requirements.
- Work with PSA, RMM, remote support, and other MSP tools.
- Collaborate with L1 engineers and senior technical teams when escalation is required.
- Identify recurring issues and contribute to improvements in processes and documentation.
Customer Service Is a Critical Requirement
Technical skills alone will not be enough for this position.
The successful candidate must demonstrate:
- Excellent spoken and written English
- Strong phone and interpersonal skills
- Confidence communicating with North American clients
- Active listening and problem-understanding skills
- A genuine customer-first mindset
- Patience and professionalism
- Ability to handle difficult or frustrated users professionally
- Willingness to take responsibility instead of passing issues between teams
- Ability to build trust and positive relationships with customers
Technical Requirements
- 5+ years of experience working in an MSP environment
- 5+ years of experience in System Administration, Service Desk, Help Desk, or Desktop Support
- Strong Windows troubleshooting and administration experience
- Microsoft 365 administration and troubleshooting
- Microsoft Entra ID/Azure AD
- Active Directory
- Exchange Online
- Teams, OneDrive, SharePoint, and Outlook
- Strong networking fundamentals
- Experience with PSA, RMM, ticketing, and remote support platforms
- Ability to independently troubleshoot complex technical issues
Location & Shift
📍 Location: Chandigarh/Mohali or Noida – Work from Office
💼 Position: Full-time
📅 Working Days: Monday to Friday
🕠 Shift: 5:30 PM – 2:30 AM IST | US Shift
💰 Salary: Competitive, based on experience
What Success Looks Like
The successful candidate will be someone who:
“Knows the technology, but understands the customer.”
They should be able to resolve technical problems efficiently while making the customer feel heard, supported, and confident that their issue is being taken care of.
North American client experience is highly preferred.
Click on Apply to know more.
