Remote Support Technician Tier 23 Full Time

LOCATION
Woburn Massachusetts

SCHEDULE
3 days in office / 2 days remote

EMPLOYMENT
Full-time

EXPERIENCE
Experienced L2 Technician Strong L1 and L3 Candidates also considered

COMPENSATION
$50000 - $75000 Annually

TeamLogic IT of Northeast Massachusetts is seeking a customer-focused IT support professional to join our Woburn-based team. This role is designed primarily for an experienced Level 2 technician but we welcome applications from exceptional Level 1 candidates ready for greater responsibility and Level 3 candidates who value hands-on client support mentoring and technical ownership.

You will support small and midsize businesses across Greater Boston to the New Hampshire boarder resolving day-to-day issues strengthening client environments documenting solutions and collaborating with other technicians and engineers. The right person combines technical judgment with patience clear communication and a genuine desire to help people.

Hybrid work arrangement: After onboarding and training this position follows a regular schedule of three days per week in our Woburn office and two days working remotely. New hires should expect to work primarily onsite during the first few months while establishing a strong rhythm with the team and our clients.

TeamLogic IT of Northeast Massachusetts is a locally owned Managed IT Services Provider based in Woburn MA. We help small and midsize businesses operate securely and effectively through fully outsourced IT co-managed support and project-based services. Our team combines the responsiveness and culture of a local family-owned business with the resources and collaboration of the nationwide TeamLogic IT network.

Provide responsive professional support through phone email remote sessions and the ticketing system.
Troubleshoot and resolve issues affecting Windows workstations and servers Microsoft 365 user accounts business applications printers and network connectivity.
Support Microsoft Entra ID (Azure AD) Active Directory Group Policy DNS DHCP file permissions mapped drives and shared resources.
Support Microsoft 365 services including Outlook Exchange Online Teams SharePoint and OneDrive.
Diagnose LAN/WAN Wi-Fi VPN firewall and general TCP/IP connectivity issues.
Perform hardware diagnostics and assist with workstation laptop server and peripheral deployments.
Use remote monitoring and management tools to support managed-services clients and address alerts.
Maintain accurate time entries ticket notes and client-facing updates in our PSA platform.
Create and maintain clear technical documentation standards and repeatable procedures.
Coordinate with vendors and senior engineers when escalation or specialized support is required.
Participate in the team on-call rotation.
For more experienced candidates mentor junior technicians and help improve team practices.

Experience across every technology below is not required. We value strong troubleshooting fundamentals and the ability to learn quickly.

Windows 10/11 and Windows Server
Microsoft 365 Exchange Online Teams SharePoint and OneDrive
Microsoft Entra ID Active Directory Group Policy and Intune
TCP/IP DNS DHCP VPNs Wi-Fi firewalls and network troubleshooting
Hyper-V and VMware
macOS iOS and Android
RMM PSA remote-support and documentation platforms
Third-party business applications in coordination with vendor support

We are more interested in demonstrated ability ownership and customer service than in checking every box. A degree is welcome but is not required when equivalent experience is present.

Approximately 3-5 years of hands-on IT support experience; strong candidates outside this range will also be considered.
Experience supporting Windows and Microsoft 365 business environments.
Strong troubleshooting analytical and problem-solving skills.
Excellent written and verbal communication with the ability to explain technical issues clearly to nontechnical users.
Ability to prioritize competing requests manage assignments independently and collaborate when needed.
A customer-first mindset professional judgment and a calm approach under pressure.
Reliable attendance punctuality organization and follow-through.

Previous experience working for a Managed Services Provider (MSP).
CompTIA A Network or Security.
Current Microsoft certifications related to Microsoft 365 Azure endpoint administration or security.
Experience with Intune virtualization firewall administration backup systems or cybersecurity tools.

Please submit your resume and a brief note describing the types of technical issues you are most comfortable owning independently. We encourage qualified candidates to apply even if they do not meet every preferred qualification.

If you have a background and skillset for IT and a determined mindset to overcome any obstacle youll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries flex know-how and resolve challenges with smart solutions. Thats a good thing since technology is always advancing creating an environment thats fast-paced and dynamic. When you work for a local office youre part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.

Our philosophy is to support small- and medium-sized businesses across the country so they perform better grow faster and achieve more. As a result we are constantly providing our teams with the highest level of support training and career advancement opportunities in an industry that is constantly evolving.