IT Engineer L2

Job Role Summary/Overview

IT Engineer L2

Job Highlights

• Hourly Rate:

  USD 7, the equivalent in your local currency

• Paid Hours per Week:

  40 Hours

• Schedule:

  Sunday to Thursday or Saturday to Thursday, 7:00 AM – 8:00 PM weekdays, 8:00 AM – 5:00 PM weekends | Florida (Central Time)

• Work Arrangement:

  Work from home

• Contract:

  Independent Contractor

Side note: Since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

Responsibilities

• Provide technical support to 1,200 sales agents and supervisors in a fast-paced call center environment via phone and other remote support channels
• Set up and configure desktop computers, workstations, and headsets
• Troubleshoot and resolve issues with desktops, applications, VoIP/phone systems (including Nice CXone), and communication platforms
• Troubleshoot network connectivity issues and escalate as needed
• Handle password reset requests, user account issues, and access management
• Assist with onboarding and offboarding, including account setup and equipment provisioning
• Collaborate with vendors and service providers for escalated support and repairs
• Document all support requests, resolutions, and system changes in the helpdesk/ticketing system
• Provide Level 1.5 to Level 2 technical support during assigned shifts
• Work extended hours, including 7 am–8 pm, Monday–Friday coverage
• Provide weekend support coverage from 8 am–5 pm
• Maintain high-quality customer service standards
• Escalate complex technical issues to higher-level engineers when needed

Requirements

• Deliver Level 2 technical support (not entry-level), escalating to Level 3 when necessary
• At least 3+ Years of experience as a level 2 support
• Experience with ConnectWise Manage, Automate, or Datto solutions is a plus.
• Ideally, prior experience supporting US-based clients in a Managed Services Provider (MSP) environment.
• Strong customer service orientation and excellent communication skills
• Proficiency with Windows OS, Microsoft Office Suite, and remote desktop tools
• Experience with desktop support, application troubleshooting, and basic networking concepts
• Knowledge of Active Directory preferred
• Experience with Nice CXone or other call center phone systems is a plus
• Ability to work non-standard hours, including weekends
• Clear, professional English communication skills (neutral or Western-accented English preferred).
• Willingness to work on company-provided secure equipment with VPN and security tools

Independent Contractor Perks

• HMO Coverage for eligible locations
• Permanent work-from-home
• Immediate hiring

We value honesty and transparency. We conduct live technical interviews before hiring. Please only apply if you are comfortable demonstrating your skills live.

Reminder:

• Kindly apply directly to the

  link

  provided; you will be redirected to BruntWork’s Career Site. Complete the initial requirements, including the voice recording, pre-screening assessment, and technical check of your computer/device.

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