Level 2 IT Technician

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Job Overview:
We are seeking a motivated and skilled Level 2 IT Technician to join our remote team. The ideal candidate will have a passion for troubleshooting, customer service, and problem-solving. You will play a key role in delivering top-tier help desk support while working with a wide range of technologies. This is a fantastic opportunity for someone who enjoys self-learning, teamwork, and thrives in a fast-paced, dynamic environment. The ability to resolve tickets quickly and accurately is essential to success in this role.

Key Responsibilities:
Provide Level 2 help desk support for technical issues related to Microsoft 365, Firewalls, VPN, Email ASAV management, Microsoft Office Suite, and other software/hardware concerns.
Troubleshoot and resolve complex technical issues by working remotely and in collaboration with other team members.
Manage and respond to support tickets efficiently, ensuring fast and accurate resolution while meeting or exceeding service level agreements (SLAs).
Assist clients with setting up and maintaining VPN connections, firewalls, Microsoft 365 environments, and email security through ASAV (Advanced Security & Anti-Virus) management.
Collaborate with the team to create solutions for recurring issues and identify areas for improvement.
Provide excellent customer service by maintaining clear communication with clients during troubleshooting processes and ensuring client satisfaction.
Document all troubleshooting steps, solutions, and ticket resolutions in the system with accuracy and detail.
Work independently and as part of a team to solve problems and proactively learn new technologies and tools.
Perform software and hardware upgrades as needed.
Maintain a high level of technical knowledge through continuous learning and certifications.

Skills and Qualifications:
2-3 years of experience in IT support or a help desk environment, preferably in a Level 2 role.
Strong knowledge and hands-on experience with Microsoft 365, Firewalls, VPN configurations, Email ASAV management, and Microsoft Office applications.
Proficient in speaking, reading, and writing in English to ensure effective communication with clients and the team.
Excellent troubleshooting skills with a focus on diagnosing and resolving technical problems.
Proven ability to quickly and accurately resolve technical support tickets, ensuring minimal disruption to clients.
Exceptional customer service skills, with the ability to communicate complex technical issues to non-technical clients.
Ability to work US day hours in a fully remote setting.
Strong organizational skills and attention to detail.
A passion for self-learning and staying up to date with the latest technologies and industry best practices.
Ability to work effectively both independently and in a team setting.
Preferred Certifications:
CompTIA A+, Network+, or Security+
Microsoft Certified: Modern Desktop Administrator Associate, or other relevant Microsoft certifications.

Note: Send your application to ---------- in a PDF Form
File Format: First Name Last Name _ IT Level 2