Execute routine maintenance, software updates, and backend server patching across different environments.
Monitor RMM alerts (N-able N-sight) and troubleshoot L2/L3 issues independently to minimize escalations to the owner.
Handle "Change Orders" involving network configurations and on-premise/virtualized server environments (Azure/Windows Server).
Assist the owner in integrating and automating workflows within the Halo PSA system to create a seamless operational cycle.
Maintain 100% accurate asset inventories and coordinate software license renewals and billing tasks.
Conduct research on new tools, hardware, or security protocols and help prepare client proposals.
Utilize tools like ITGlue to follow, update, and create step-by-step Standard Operating Procedures (SOPs) with screenshots.
Audit client communications and system logs to ensure every "i" is dotted and "t" is crossed, maintaining the highest standards of spelling and grammar.

4+ years of experience in an MSP environment or a Tier 2/Tier 3 technical support role.
Strong diagnostic capability in Windows environments, server maintenance, and remote management.
You must have near-native written English skills. Precision in spelling and grammar is a core requirement for this role.
Demonstrated experience following complex, documented procedures without skipping steps.
Experience with RMM tools (N-able preferred) and PSA systems (Halo PSA experience is a major plus).
Experience with ITGlue or similar documentation platforms.
Background in automating tasks via scripting (PowerShell) within an RMM.
Previous experience supporting US-based clients in professional services (Law, CPA, Medical).

L2/L3 IT Support Specialist

Key skills