Level 2 IT Support Specialist (MSP Support for US Clients)

As a Level 2 IT Support Specialist, you'll provide first and second line technical support to clients who require assistance on issues with software or hardware. Walk colleagues or clients through steps to help them resolve their technical problems. Support the implementation of new solutions or applications. We are committed to providing exceptional client service, and we want you to represent our company with a positive attitude and helpful spirit. You'll communicate with clients via phone, email, and ticketing system, and you'll need excellent English communication skills to prioritize, document, and resolve their technical issues efficiently.

Requirements:

- Excellent attitude, phone etiquette, written and verbal ENGLISH communication, and people skills
- Ability to prioritize and manage multiple tasks accurately while tracking time
- Enthusiasm for IT and technology, self-motivated, with initiative and a "can do" attitude
- Proven technical problem-solving and troubleshooting skills
- Willingness to work outside of normal office hours when required
- Available to work in Pacific Time between 7AM to 4PM or 8AM to 5PM or 9AM to 6PM
- Rotating on-call schedule
- Supporting as part time dispatch (In absence of our primary dispatch)
- Attention to detail
- Prior experience in the MSP space preferred

Technical Skills and Experience:

- Minimum 5 years of IT Support experience with advanced knowledge of operating systems (Microsoft Windows 11, 10, 8, macOS, iOS, and Android), Office 2019 / O365
- Working understanding of Windows Server operating systems (Microsoft Server 2012 through 2022)
Working experience in a Remote Desktop / Terminal Server environment
- Working experience with Office365, and Google Apps, including mailbox management
- Working experience with VoIP systems (3CX and similar)
- Advanced knowledge of computer hardware, peripherals, basic networking concepts, and Microsoft Office applications
- Basic understanding of domain-based networks, such as file and print shares, mail, and application servers
- Working experience with Active Directory account management, including Security and Distribution groups, permissions, and user account creation and modification.
- Basic knowledge of mobile devices and tablets and mobile device management
- Basic hands-on experience with routers, firewalls, switches, VPN devices, and wireless and other networking technologies, including TCP/IP, DNS & DHCP
- Awareness of industry best practices related to security, including MFA
- Understanding of basic setup for client-server applications

Experience:

- Advanced Outlook support: 3 years (Required)
- Office 365 management: 3 years (Required)
- VoIP support and management: 2 years (Preferred)
- Basic AD management: 3 years (Preferred)
- Support HP printers and MFPs: 3 years (Preferred)
- VPN / networking / TCP/IP: 3 years (Required)

Schedule:

Available to work in Pacific Time between 7AM to 4PM or 8AM to 5PM or 9AM to 6PM (Shift can be adjusted is and when needed based on the business requirement)
9-hours shift (8-hour work shift + 1 Hour Break) Monday to Friday,
Weekly afterhours on-call rotation (Weekdays + Weekend)

Work Location: Remote


When applying for this job, please include a link to your resume in a PDF format along with your mobile number.
Thanks!