We are seeking an experienced Level 2 IT Support Technician to provide remote support for small to mid-sized business (SMB) environments. This role is best suited for a technician who can troubleshoot independently without relying on step-by-step documentation, make sound technical decisions, and resolve issues across diverse environments.
This is not a script-based support role. Candidates must demonstrate strong critical thinking, pattern recognition, and ownership of issues from start to resolution.
Core Responsibilities:
Advanced Helpdesk & Troubleshooting:
● Diagnose and resolve hardware, software, and network issues across Windows environments.
● Support Microsoft 365 environments (Exchange, Outlook, Teams, SharePoint, OneDrive)
● Troubleshoot email flow, authentication, permissions, and sync issues.
● Identify when to escalate vs. resolve independently.
Systems & Infrastructure Support:
Administer and troubleshoot:
● Active Directory & Azure AD.
● Windows Server environments.
● Microsoft 365 tenant configurations.
● Support network-related issues (DNS, DHCP, VPN, firewalls, connectivity)
● Assist with VoIP troubleshooting (call quality, connectivity, vendor coordination)
Service Delivery & Execution:
● Own tickets from intake through resolution with clear, concise documentation.
● Maintain SLA adherence while balancing quality of resolution.
● Support light project work (migrations, deployments)
Team Contribution:
● Improve internal knowledge by documenting repeatable patterns and fixes.
Required Skills & Experience:
● 2 – 4+ years in an MSP environment (required)
● Strong working knowledge of:
– Windows 10/11 and Windows Server (2016–2022)
– Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
– Active Directory / Azure AD
– Networking fundamentals (DNS, DHCP, TCP/IP, VPNs)
● Proven ability to troubleshoot without step-by-step documentation.
● Experience with RMM and PSA tools (e.g., Autotask, ConnectWise, Ninja, etc.)
● Ability to manage multiple tickets and prioritize effectively.
● Strong written and verbal communication skills with end users.
Nice to Have:
● Experience with:
– Virtualization (VMware, Hyper-V)
– Azure environments.
– VoIP systems.
– Basic scripting (PowerShell) for efficiency.
● Industry certifications (CompTIA, Microsoft)
Key Traits for Success:
● Independent problem solver – does not rely on rigid documentation.
● Structured thinker – can break down unfamiliar issues logically.
● Ownership mindset – follows through to resolution.
● Pattern recognition – applies past experience to new issues.
● Clear communicator – can translate technical issues to end users.
Work Environment:
● Fully remote.
● Fast-paced MSP environment supporting multiple clients.
● Requires ability to context-switch and prioritize effectively.
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