L1/L2 Support Engineer – Managed Services

About the role

You will be the first point of contact for L1 and L2 support requests from FYXO's managed clients across the US, UK and APAC. The role is hands‑on, covering tenant management, endpoint configuration, network oversight and client onboarding as part of the FYXO MSP team.

Key responsibilities

• Respond to and resolve L1/L2 tickets within SLA across P1‑P4 priorities.
• Communicate with clients via the Atera portal, email and phone, providing clear updates.
• Diagnose issues on Windows endpoints, Microsoft 365 apps, email platforms and connectivity.
• Escalate critical incidents (P1, P2) to the MSP Lead with full context.
• Participate in shift handovers, update tickets and log actions in Atera PSA.
• Assist with baseline creation, tenant administration and onboarding activities.

Required profile

• 3–4 years of experience in a Helpdesk, MSP or internal IT role.
• Strong written and spoken English for direct client interaction.
• Ability to work within a 24/5 shift schedule and collaborate with global teams.

Required skills

• Microsoft 365 tenant administration.
• Microsoft Entra ID / Azure AD (users, groups, MFA, Conditional Access).
• Cisco routing & switching fundamentals.
• Meraki dashboard (APs, switches, security appliances).
• Endpoint security tools such as Atera RMM and Bitdefender EDR.
• Proofpoint email security (mail filtering, quarantine, policy configuration).
• Atera PSA ticketing platform.

What we offer

• Opportunity to grow towards L2 specialisation and beyond.
• Exposure to a full FYXO tech stack and global client base.