Job Title: Technical Support Specialist Level 2
Job Summary:We are seeking a skilled and reliable Technical Support Specialist Level 2 to provide advanced technical assistance and ensure the smooth operation of IT systems. This role is responsible for resolving Level 1 escalations, supporting various client environments, maintaining documentation, verifying backups and antivirus systems, and assisting with user management processes. The ideal candidate demonstrates a blend of technical expertise, strong organizational skills, and a professional, service-oriented demeanor.
Key Responsibilities:
- Respond to and resolve Level 1 and Level 2 IT support tickets related to software, hardware, and network issues.
- Act as the first line of support for client technical issues via remote access, phone, or ticket system.
- Provide support for Windows desktops, Windows Server, Microsoft 365, Google Workspace, DNS, DHCP, and related systems.
- Respond to alerts from RMM tools; investigate and remediate low-complexity issues.
- Troubleshoot and resolve common user issues including desktop performance, connectivity, printers, and email.
- Manage and document support tickets using internal ticketing systems, ensuring accuracy and completeness.
- Maintain and update internal IT documentation, system procedures, passwords, and asset inventory.
- Assist in onboarding/offboarding processes including account setup, permissions, and hardware coordination.
- Ensure clear, timely, and professional communication with clients throughout the support process.
- Escalate complex issues to Level 3 teams with detailed documentation and diagnostics.
- Collaborate with other IT staff and contribute to continuous improvement of support processes and tools.
Qualifications & Requirements:
- Advanced English Level.
- Excellent written and verbal communication skills; able to communicate effectively and professionally with both technical and non-technical English-speaking clients.
- Associate degree in IT, Computer Science or equivalent experience.
- Certifications preferred such as CompTIA A+, Network+, Microsoft 365 Fundamentals.
- 1-2 years of IT support or help desk experience, preferably in a Managed Service Provider (MSP) or fast-paced IT services environment.
- Demonstrated experience supporting multiple clients and environments remotely.
- Solid understanding of Windows 10/11, Windows Server, Office 365, Active Directory and general networking concepts.
- Experience with RMM or PSA tools such as Datto, ConnectWise, NinjaOne or similar.
- Proficient in Microsoft 365 and Google Workspace administration.
- Familiar with VPNs, DNS, DHCP, IP configuration and VoIP technologies.
- Comfortable using remote support tools such as TeamViewer, Splashtop or AnyDesk.
- Strong troubleshooting and analytical skills with a proactive and detail-oriented approach.
- Ability to multitask, prioritize effectively, and stay calm under pressure.
- Self-starter capable of working independently and following procedures.
- Willingness to work standard U.S. business hours with flexibility if needed.
- Two monitors and a high-speed fiber connection or Starlink internet.
Compensation & Benefits:
- 100% remote work.
- Compensation in USD.
- Full-time position with 40 hours per week.
- Great work environment with potential for growth.
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