L2 Helpdesk Support

This is a remote position.

SUMMARY

We are seeking a reliable and skilled IT Support Technician Level 2 to join our technical support team full-time. This role involves proactive and reactive support for client systems including desktops, servers, and networks. The technician will handle support requests via phone, email, and onsite visits, and will be responsible for installations, troubleshooting, and maintaining both hardware and software environments. This position is ideal for someone with experience working in a Managed Service Provider (MSP) environment who is comfortable in a fast-paced, client-facing role.

JOB RESPONSIBILITIES

• Provide end-user support and troubleshooting for desktops, laptops, printers, servers, and networks.
  
• Install, configure, and maintain hardware and software on Windows environments.
  
• Support Office 365 and business productivity applications.
  
• Perform PC/server maintenance, network diagnostics, and Tier 1/2 troubleshooting.
  
• Respond to support requests via phone, email, or on-site visits as needed.
  
• Document all work and support activities clearly and accurately.
  
• Analyze remote monitoring reports to identify and resolve capacity and performance issues.Collaborate with team members to implement proactive IT solutions and preventative measures.
  

QUALIFICATIONS

• 3+ years working in a Managed Service Provider (MSP) environment (required).
  
• 5+ years of IT support experience, including desktop troubleshooting, repair, and cabling.
  
• Associate’s degree in Computer Technology or equivalent combination of education and experience.
  
• Strong verbal and written communication skills with a customer-first attitude.
  
• Exceptional documentation skills and attention to detail.
  
• Reliable transportation for client site visits.
  
• Outgoing personality and strong customer service orientation.
  
• Proficiency in Windows 10/11, Windows Server 2016/2019 or higher, Office 2016/2019, and Office 365.
  
• Hands-on experience with LAN/WAN, CAT6 cabling, wireless networking, firewalls, VPNs, and VLANs.
  
• Ability to manage and support remote and on-site networks and systems.
  
• Familiarity with virtual environments and RDP/RDS.
  
• Technical documentation experience for both administrators and end users.
  
• Industry certifications preferred: A+, Network+, CCNA, MCSA, MCP, or MCSE.
  
• Strong commitment to providing excellent IT service and staying current with emerging technologies.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• ​Should be amenable to a permanent night shift schedule.