L2 Helpdesk Specialist - Remote

Overview

The L2 Helpdesk Specialist provides frontline support for hardware and software issues, ensuring timely resolution and effective communication with clients and manufacturers.

In Short

• Provide frontline support for hardware and software issues.
• Conduct root cause analysis for end user problems.
• Escalate technical support issues with manufacturers.
• Monitor client IT systems and respond to alerts.
• Perform Windows OS patching and security updates.
• Create technical documentation and knowledge base articles.
• Support business applications like Microsoft Office and Azure.
• Troubleshoot Citrix/RDS and LAN/WAN connectivity issues.
• Administer Active Directory and Microsoft Exchange Online.
• Provide mobile device support for iOS and Android.

Requirements

• Experience with business application support.
• Knowledge of server virtualization technologies.
• Experience with ConnectWise Manage/Automate systems.
• Understanding of ITIL support principles.
• Experience with Windows Server and Hyper-V administration.
• Ability to work remotely and manage time effectively.
• Strong troubleshooting skills.
• Excellent communication skills.
• Ability to work under pressure.
• Experience in a managed service provider (MSP) environment.

Benefits

• Remote work setup.
• Company laptop provided.
• HMO coverage on Day 11.
• Additional paid time off.
• Unused leave conversion.
• Attendance bonus and annual bonus.
• Monthly prizes and bonuses.
• Up to 30K referral bonus.