Level 2 Tech Support Specialist - Remote

Overview

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.

In Short

• 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, Office 365 account management, and troubleshooting.
• Perform new user onboarding, including workstation builds and application setup.
• Work within ticketing systems to manage service requests and incidents.
• Support security tools and solutions.
• Provide basic troubleshooting on servers, firewalls, and virtualization platforms.
• Document solutions and contribute to knowledge base improvements.
• Collaborate with other technicians for high-quality customer service.

Requirements

• Experience in a Managed Services Provider (MSP) environment required.
• Strong knowledge of Office 365 administration and support.
• Proficiency with Windows workstations and application setup.
• Experience with ticketing systems.
• Familiarity with EDR/security tools.
• Excellent English communication skills.
• Prior customer-facing technical support experience.
• Ability to work independently while following established processes.

Benefits

• Work From Home
• Performance Bonus