IT Support (Level 2) VA

Responsibilities

• Resolve escalated tickets from Level 1 covering Windows and macOS faults, application errors, network connectivity, email and identity issues.
• Perform root cause analysis on recurring or high-impact incidents and implement permanent fixes rather than repeated workarounds.
• Administer Active Directory, Entra ID, Group Policy, Microsoft 365 and Exchange Online, including permissions, mail flow and conditional access.
• Manage endpoint configuration, patching and compliance policies through Intune, Jamf or an RMM platform such as NinjaOne or Datto.
• Monitor servers, backups and infrastructure alerts, respond to warnings and coordinate maintenance windows with minimal user disruption.
• Support virtualisation and cloud workloads on VMware, Hyper-V, Azure or AWS, including VM provisioning and basic capacity management.
• Troubleshoot networking issues across switches, firewalls, VLANs, VPN and Wi-Fi in partnership with the network team or vendor.
• Write and maintain runbooks, knowledge base articles and escalation procedures that lift the capability of the Level 1 team.
• Escalate to Level 3 or vendors with complete diagnostic evidence and drive the ticket through to closure.
• Contribute to change management by testing updates and documenting rollback plans before deployment.