Level 2 Technician

This is a remote position.

• Receive inbound support requests via phone email or ticketing system.
  
• Create detailed and accurate service tickets including required metadata:
  
• Requesters name
  
• Client company
  
• Callback number
  
• Detailed problem description
  
• Perceived priority level
  
• Assign preliminary priority level based on Service Desk definitions (Emergency/Medium/Low).
  
• Identify incomplete or missing information and follow up with the requester before escalation.
  
• Route tickets to appropriate queues or escalate to T2/T3 when:
  
• Estimated resolution exceeds 15 minutes
  
• Issue is out-of-scope
  
• Specialized technical expertise is required
  
• Monitor pending tickets follow up with end users and ensure timely progression.
  

• Perform 1st level remote diagnosis and resolution for:
  
• Workstation performance issues
  
• Login/authentication problems
  
• Microsoft 365 issues (email Teams OneDrive sync issues)
  
• Printer/queue errors (remote only)
  
• Browser issues and configuration
  
• Network connectivity (remote testing adapter resets etc.)
  
• Basic user account issues (password resets unlocks group membership review)
  
• Remote software installations per scheduling rules
  
• Document all troubleshooting performed including resolution details.
  
• Follow escalation rules precisely when issues exceed Tier 1 capability or scope.
  

• Deliver fast courteous and professional support to all clients.
  
• Keep users informed of ticket status next steps and expected timelines.
  
• Communicate clearly and consistently using communication standards.
  
• Represent Companys values and service culture during all interactions.
  

• Reset passwords unlock accounts and manage basic directory tasks.
  
• Configure Outlook profiles troubleshoot mail flow and assist with email resets.
  
• Assist with remote setup steps for new users when physical tasks are handled by onsite providers.
  
• Coordinate with internal teams and 3rd-party vendors as required.
  

• Adhere to all Service Desk protocols which include:
  
• Service Desk Hours / After-Hours Policies
  
• Emergency definition and handling
  
• Software installation scheduling (48-hr notice 5 devices/day limits)
  
• Security Stack requirements
  
• Authentication and credential handling policies
  
• Always maintain confidentiality and security of client information.
  

• Experience in MSP (Managed Service Provider) environments
  
• Experience with ConnectWise PSA
  
• Experience with ConnectWise RMM
  
• Experience delivering remote help desk or service desk support (Network connectivity Printer/print queue issues User authentication password resets Profile issues and user configurations)
  
• Strong troubleshooting skills in Windows and macOS
  
• 7 Layer OSI Network Model
  

• Familiarity with M365 environment (Outlook Teams SharePoint Online)
  
• Excellent communication and customer service skills
  
• Strong attention to detail and documentation discipline
  
• Ability to work independently in a remote setting
  
• Familiarity with UniFi Meraki and SonicWall network hardware and software
  
• Business-Grade AntiVirus
  
• EndPoint Detection & Response (EDR) solutions
  
• Managed Detection & Response (MDR) solutions
  
• Email Anti-Phishing & Response Solutions
  
• Dark Web Monitoring tools
  
• Vulnerability Management solutions
  
• Password Management tools
  
• SASE Zero Trust solutions
  
• Web browsers (Edge Chrome Safari Firefox)
  
• Common third-party applications (Adobe etc.)
  
• Smart phones mobile devices (Android iOS)
  
• Security Awareness programs
  
• SaaS Backup platforms
  
• Ability to learn new systems quickly
  

• Stable internet connection suitable for VoIP and remote support
  
• Quiet professional home-office environment
  
• Should be willing to accept a long-term work-from-home arrangement.