We are seeking a proactive and skilled Level 2 Tech Support professional to join our team. The candidate will be responsible for handling second-level support for a variety of technical issues, providing effective solutions, and ensuring a positive user experience. This role requires expertise in network administration, server management, and advanced troubleshooting, along with a strong understanding of various software and hardware technologies.

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

VirtueStaff jobs

Level 2 Technical Support Specialist