Independently manage and prioritize a personal ticket queue from intake through resolution, ensuring SLAs are consistently met.
Provide L2–L3 support for hardware, software, network connectivity, identity, and productivity issues for end users across the organization.
Proactively follow up with end users on open tickets without needing reminders; drive tickets to closure and document root cause and resolution.
Produce and deliver weekly reports on ticket volume, resolution times, recurring issues, and outstanding items — on schedule, without being asked.
Administer and troubleshoot Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Azure AD / Entra ID, and Intune for device and identity management.
Support and administer Active Directory and Windows Server environments, including user/group management, GPOs, and basic server troubleshooting.
Provide full support for macOS and Apple devices, including setup, configuration, MDM enrollment, and end-user troubleshooting.
Manage tickets within the company’s ticketing platform (ServiceNow, Jira, or Zendesk), maintaining clean, auditable documentation of each case.
Identify recurring issues and recommend process, documentation, or configuration improvements to reduce ticket volume over time.
Partner with the US-based IT leadership to escalate complex issues appropriately and contribute to larger IT initiatives as needed.
Maintain and update internal knowledge base articles and end-user documentation.

5+ years of IT helpdesk / technical support experience, with demonstrable time spent at the L2–L3 level (not L1).
Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting.
Strong, professional English communication skills — both written and verbal. Must be comfortable working directly with US-based end users and stakeholders.
Reliable availability for a full nightshift schedule aligned to US Pacific Time.
Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune.
Solid working knowledge of Active Directory and Windows Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), Powershell, linux.
Practical support experience with macOS and Apple hardware in a business environment.
Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or HelpDesk applications.
Strong troubleshooting methodology, ownership mindset, and ability to work with minimal supervision.

Stable home internet connection and a suitable work-from-home setup meeting Sourcefit requirements.

Senior IT Helpdesk Technician – L2, L3

Key skills