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Level 2 Helpdesk Technician
Location
United States
Posted
3 days ago
Salary
Not specified
Job Description
Role Description
This role offers the opportunity to provide critical technical support during late afternoon, evening, and weekend hours, ensuring seamless operations when standard support teams are offline. You will act as the primary point of contact for escalated issues, managing client communications and resolving technical problems efficiently.
- Serve as the main point of contact during late afternoon, evening, and weekend shifts, managing incoming support calls and escalated tickets.
- Respond to and resolve technical issues across Microsoft, Google, and Apple environments, ensuring smooth client operations.
- Configure and troubleshoot network devices including Fortinet and Meraki, and manage cloud and VOIP systems such as Office 365 and RingCentral.
- Document processes, resolutions, and troubleshooting steps thoroughly to maintain accurate knowledge bases.
- Provide excellent customer service, ensuring client satisfaction and support continuity outside regular business hours.
- Support onboarding, network setups, and system maintenance as needed to minimize disruptions.
Qualifications
- 5+ years of experience working at a Managed Service Provider (MSP).
- 2+ years of MSP experience as an onsite technician.
- Fluent in English, both written and spoken.
- Strong technical background in Microsoft 365 administration, cloud management, and VOIP systems.
- Experience configuring and supporting Fortinet, Meraki, and related network devices.
- Skilled in handling escalations and troubleshooting independently.
- Excellent communication and documentation skills.
- Familiarity with Healthcare IT systems, HIPAA compliance, or related security standards is a plus.
- Willingness to work a long-term remote night shift covering late afternoons, evenings, and weekends (EST).
Benefits
- Full-time, remote position with flexible work-from-home arrangements.
- Opportunity to work in a dynamic MSP environment supporting multiple clients.
- Gain hands-on experience with diverse IT environments including Microsoft, Google, Apple, and network platforms.
- Exposure to advanced cloud and VOIP administration.
- Collaborative and supportive team culture.
- Opportunity for professional growth within IT support and managed services.
Job Requirements
- 5+ years of experience working at a Managed Service Provider (MSP).
- 2+ years of MSP experience as an onsite technician.
- Fluent in English, both written and spoken.
- Strong technical background in Microsoft 365 administration, cloud management, and VOIP systems.
- Experience configuring and supporting Fortinet, Meraki, and related network devices.
- Skilled in handling escalations and troubleshooting independently.
- Excellent communication and documentation skills.
- Familiarity with Healthcare IT systems, HIPAA compliance, or related security standards is a plus.
- Willingness to work a long-term remote night shift covering late afternoons, evenings, and weekends (EST).
Benefits
- Full-time, remote position with flexible work-from-home arrangements.
- Opportunity to work in a dynamic MSP environment supporting multiple clients.
- Gain hands-on experience with diverse IT environments including Microsoft, Google, Apple, and network platforms.
- Exposure to advanced cloud and VOIP administration.
- Collaborative and supportive team culture.
- Opportunity for professional growth within IT support and managed services.
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