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Overview

Based in Fort Lauderdale, Florida, Aegis IT Solutions provides managed IT and cybersecurity services in the US. We are establishing an Albania service desk through Aegis ALB to support European and US-morning hours within a follow-the-sun helpdesk serving global clients. The Level 2 Desk Lead is responsible for service quality during the Albania shifts and for resolving more complex tickets, connecting the Albania desk with Aegis's regional on-site technicians and US engineering team.

Responsibilities

Your main duties:

• Resolve tickets escalated by Level 1 involving Entra ID and Active Directory accounts, groups and licensing; Exchange Online mailboxes; Intune enrollment and compliance; and Windows and Microsoft 365 issues that first-line troubleshooting has not fixed.
• Investigate DNS, DHCP, VPN and Wi-Fi issues, referring firewall or switch tasks to US network engineers with clearly documented evidence.
• Coordinate shift handovers with teams in Prague, London and the US to ensure continuity between regions.
• Monitor the ticket queue against service levels and intervene before breaches occur.
• Check Level 1 ticket documentation, provide team coaching and develop knowledge base articles addressing recurring issues.
• Contribute ticket volumes, resolution times and site-specific recurring-issue trends to monthly client reports.
• Provide remote cover when Prague or London technicians are absent, arranging local on-site assistance for tasks requiring physical intervention.
• Immediately refer security events to the Aegis security team while preserving the complete ticket record.

Qualifications

Required experience and skills:

• At least 3 years in helpdesk or desktop support, with a minimum of 1 year at an MSP or a company operating across multiple sites.
• Practical administration experience with Entra ID, Exchange Online and Intune.
• Strong troubleshooting skills across DNS, DHCP, VPN and VLANs.
• Professional fluency in English and confidence interacting directly with senior users.
• A background in guiding other technicians or reviewing their work.

Additional advantages:

• Certification in MD-102, CompTIA Network+ or Security+, or ITIL Foundation.
• Familiarity with HaloPSA, NinjaOne, Microsoft Defender or another EDR.
• A background supporting financial-services clients or clients in other regulated sectors.
• Knowledge of Czech, Italian or Spanish.

Employment requirements:

• A criminal record certificate and completion of employment and education checks before starting work.
• Client approval before access to the client's systems is granted.
• A confidentiality agreement together with the client's NDA.
• Office-based work at Aegis Tirana using company-issued equipment, named accounts and MFA. Privileged actions require approval and logging, with security training provided upon hiring and annually thereafter.

Compensation and benefits:

• Paid leave of 22 working days, in addition to public holidays.
• Coverage through private health insurance.
• A meal allowance paid monthly.
• Provision of a laptop and headset.
• An annual bonus with a target of 7.5% of base pay.
• An annual allocation of EUR 1,000 for certifications and training.
• Opportunities to progress to Senior / Level 3 and Team Lead.

Required documents

• CV.
• Details of English proficiency and any additional languages.
• An example describing a difficult ticket you successfully resolved.

Overview

Based in Fort Lauderdale, Florida, Aegis IT Solutions provides managed IT and cybersecurity services in the US. We are establishing an Albania service desk through Aegis ALB to support European and US-morning hours within a follow-the-sun helpdesk serving global clients. The Level 2 Desk Lead is responsible for service quality during the Albania shifts and for resolving more complex tickets, connecting the Albania desk with Aegis's regional on-site technicians and US engineering team.

Responsibilities

Your main duties:

• Resolve tickets escalated by Level 1 involving Entra ID and Active Directory accounts, groups and licensing; Exchange Online mailboxes; Intune enrollment and compliance; and Windows and Microsoft 365 issues that first-line troubleshooting has not fixed.
• Investigate DNS, DHCP, VPN and Wi-Fi issues, referring firewall or switch tasks to US network engineers with clearly documented evidence.
• Coordinate shift handovers with teams in Prague, London and the US to ensure continuity between regions.
• Monitor the ticket queue against service levels and intervene before breaches occur.
• Check Level 1 ticket documentation, provide team coaching and develop knowledge base articles addressing recurring issues.
• Contribute ticket volumes, resolution times and site-specific recurring-issue trends to monthly client reports.
• Provide remote cover when Prague or London technicians are absent, arranging local on-site assistance for tasks requiring physical intervention.
• Immediately refer security events to the Aegis security team while preserving the complete ticket record.

Qualifications

Required experience and skills:

• At least 3 years in helpdesk or desktop support, with a minimum of 1 year at an MSP or a company operating across multiple sites.
• Practical administration experience with Entra ID, Exchange Online and Intune.
• Strong troubleshooting skills across DNS, DHCP, VPN and VLANs.
• Professional fluency in English and confidence interacting directly with senior users.
• A background in guiding other technicians or reviewing their work.

Additional advantages:

• Certification in MD-102, CompTIA Network+ or Security+, or ITIL Foundation.
• Familiarity with HaloPSA, NinjaOne, Microsoft Defender or another EDR.
• A background supporting financial-services clients or clients in other regulated sectors.
• Knowledge of Czech, Italian or Spanish.

Employment requirements:

• A criminal record certificate and completion of employment and education checks before starting work.
• Client approval before access to the client's systems is granted.
• A confidentiality agreement together with the client's NDA.
• Office-based work at Aegis Tirana using company-issued equipment, named accounts and MFA. Privileged actions require approval and logging, with security training provided upon hiring and annually thereafter.

Compensation and benefits:

• Paid leave of 22 working days, in addition to public holidays.
• Coverage through private health insurance.
• A meal allowance paid monthly.
• Provision of a laptop and headset.
• An annual bonus with a target of 7.5% of base pay.
• An annual allocation of EUR 1,000 for certifications and training.
• Opportunities to progress to Senior / Level 3 and Team Lead.

Required documents

• CV.
• Details of English proficiency and any additional languages.
• An example describing a difficult ticket you successfully resolved.