Level 2 Technical Support Specialist

Level 2 Tech Support Specialist: Join Our Growing Team!

Are you a talented and driven Level 2 Tech Support professional seeking a rewarding opportunity in a dynamic environment? We’re looking for a proactive problem-solver to join our team and provide exceptional technical support, ensuring our users have a seamless and positive experience. If you’re passionate about technology, possess strong troubleshooting skills, and thrive in a collaborative setting, we encourage you to apply!

Your Impact: Providing Expert Technical Assistance

As a Level 2 Tech Support Specialist, you’ll be a key player in resolving complex technical issues and maintaining a high level of customer satisfaction. Your responsibilities will include:

• Handling second-level support requests and providing timely, effective solutions.
• Configuring, troubleshooting, and maintaining Windows workstations.
• Managing Office 365 accounts, resolving issues, and ensuring optimal performance.
• Diagnosing and resolving printer, peripheral, and basic networking problems.
• Installing and troubleshooting software applications.
• Facilitating new user onboarding, including workstation builds and application setup.
• Utilizing ticketing systems (e.g., Autotask, ServiceNow, Remedy) to track and manage service requests.
• Supporting security tools and solutions, such as SentinelOne and other EDR platforms.
• Providing basic troubleshooting support for servers, firewalls, and virtualization platforms (VMware, Hyper-V).
• Documenting solutions, escalating issues as needed, and contributing to our knowledge base.
• Collaborating with fellow technicians to maintain consistent coverage and deliver exceptional customer service.

What You’ll Bring: Essential Skills and Experience

To be successful in this role, you’ll need:

• Experience working in a Managed Services Provider (MSP) environment.
• Strong knowledge of Office 365 administration and support.
• Proficiency in managing Windows workstations, including builds, OS installation, troubleshooting, and application setup.
• Experience with ticketing systems (Autotask is preferred, but other systems are acceptable).
• Familiarity with EDR/security tools (e.g., SentinelOne).
• Basic understanding of firewalls, servers, and virtualization technologies (VMware/Hyper-V a plus).
• Excellent English communication skills with a clear and understandable accent.
• Prior customer-facing technical support experience.
• The ability to work independently while adhering to established processes.

Bonus Points: Preferred Qualifications

The following qualifications are a plus:

• Broader IT knowledge beyond a single 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).

Perks & Benefits: Investing in Our Team

We value our employees and offer a comprehensive benefits package, including:

• Work From Home flexibility
• Performance Bonus opportunities
• [Add other benefits specific to the company here – e.g., health insurance, paid time off, professional development]