We are seeking a proactive and skilled Level 2 Tech Support professional to join our team. The candidate will be responsible for handling second-level support for a variety of technical issues, providing effective solutions, and ensuring a positive user experience. This role requires expertise in network administration, server management, and advanced troubleshooting, along with a strong understanding of various software and hardware technologies.
Responsibilities
- Serve as the first point of contact for customer support, answering phones and handling help desk tickets.
- Provide Level 1/2 technical support including:
- Workstation setup, configuration, and troubleshooting.
- Office 365 account setup, troubleshooting, and administration.
- Printer, peripheral, and basic networking issue resolution.
- Software installation and troubleshooting.
- Perform new user onboarding, including workstation builds and application setup.
- Work within ticketing systems (e.g., Autotask, ServiceNow, Remedy, etc.) to manage service requests and incidents.
- Support security tools and solutions (e.g., SentinelOne, EDR platforms).
- Provide basic troubleshooting on servers, firewalls, and virtualization platforms (VMware, Hyper-V) as needed.
- Document solutions, escalate issues as required, and contribute to knowledge base improvements.
- Collaborate with other technicians to ensure consistent coverage and high-quality customer service.
Requirements
- Experience in a Managed Services Provider (MSP) environment required.
- Technical Skills:
- Strong knowledge of Office 365 administration and support.
- Proficiency with Windows workstations (builds, OS installation, troubleshooting, application setup).
- Experience with ticketing systems (Autotask preferred, but others accepted).
- Familiarity with EDR/security tools (e.g., SentinelOne).
- Basic exposure to firewalls, servers, and virtualization (VMware/Hyper-V a plus).
- Excellent English communication skills with a clear, easy-to-understand accent.
- Prior customer-facing technical support experience.
- Ability to work independently while following established processes.
Preferred Qualifications:
- Broader IT knowledge beyond one specialization.
- Familiarity with MSP tools and workflows.
- Experience supporting onboarding processes for new users and devices.
- Additional technical exposure to advanced IT concepts (servers, networking, cloud environments).
Benefits
- Work From Home
- Performance Bonus
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