Level 2 Help Desk Support Technician - Remote

Overview

Layer27 is a leading IT Managed Services Provider specializing in cybersecurity, cloud, and infrastructure solutions for healthcare, financial, and SMB clients across North Carolina and beyond. Our mission is simple: deliver proactive, secure, and reliable IT services that empower our clients to focus on what matters most—their business.

In Short

• Provide remote support for end-user, server, network, and Microsoft 365 environments.
• Manage tickets and service requests through HaloPSA.
• Monitor and remediate alerts from NinjaOne RMM and Auvik.
• Troubleshoot and support Microsoft 365 services.
• Assist in supporting Microsoft Azure environments.
• Troubleshoot servers, storage, and virtualization systems.
• Support client networks including Cisco and Fortinet devices.
• Communicate effectively with clients.
• Identify opportunities for process improvement.
• Use AI and prompt engineering to enhance service delivery.

Requirements

• Experience in IT support roles.
• Strong knowledge of Microsoft 365 and Azure.
• Familiarity with networking equipment.
• Excellent communication skills.
• Ability to multitask and manage time effectively.
• Proficient in troubleshooting complex issues.
• Experience with RMM and PSA tools.
• Understanding of cybersecurity principles.
• Willingness to learn and adapt to new technologies.
• Strong documentation skills.

Benefits

• Opportunity to work with diverse clients.
• Continuous learning and professional development.
• Supportive team environment.
• Access to the latest technologies.
• Flexible working conditions.
• Competitive compensation package.