Level 2 Technical Support Specialist

Responsibilities

• 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, configuration, and troubleshooting
• Office 365 account setup, troubleshooting, and administration
• Printer, peripheral, and basic networking issue resolution
• Software installation and troubleshooting
• Perform new user onboarding, including workstation builds and application setup
• Work within ticketing systems (e.g., Autotask, ServiceNow, Remedy, etc.) to manage service requests and incidents
• Support security tools and solutions (e.g., SentinelOne, EDR platforms)
• Provide basic troubleshooting on servers, firewalls, and virtualization platforms (VMware, Hyper-V) as needed
• Document solutions, escalate issues as required, and contribute to knowledge base improvements
• Collaborate with other technicians to ensure consistent coverage and high-quality customer service
  

Requirements

• Experience in a Managed Services Provider (MSP) environment required
• Technical Skills:
• Strong knowledge of Office 365 administration and support
• Proficiency with Windows workstations (builds, OS installation, troubleshooting, application setup)
• Experience with ticketing systems (Autotask preferred, but others accepted)
• Familiarity with EDR/security tools (e.g., SentinelOne)
• Basic exposure to firewalls, servers, and virtualization (VMware/Hyper-V a plus)
• Excellent English communication skills with a clear, easy-to-understand accent
• Prior customer-facing technical support experience
• Ability to work independently while following established processes
  

Preferred Qualifications:

• Broader IT knowledge beyond one specialization
• Familiarity with MSP tools and workflows
• Experience supporting onboarding processes for new users and devices
• Additional technical exposure to advanced IT concepts (servers, networking, cloud environments)
  

Benefits

• Work From Home
• Performance Bonus