Respond to and resolve Level 1 and Level 2 IT support tickets related to software, hardware, and network issues.
Act as the first line of support for client technical issues via remote access, phone, or ticket system.
Provide support for Windows desktops, Windows Server, Microsoft 365, Google Workspace, DNS, DHCP, and related systems.
Respond to alerts from RMM tools; investigate and remediate low-complexity issues.
Troubleshoot and resolve common user issues including desktop performance, connectivity, printers, and email.
Manage and document support tickets using internal ticketing systems, ensuring accuracy and completeness.
Maintain and update internal IT documentation, system procedures, passwords, and asset inventory.
Assist in onboarding/offboarding processes including account setup, permissions, and hardware coordination.
Ensure clear, timely, and professional communication with clients throughout the support process.
Escalate complex issues to Level 3 teams with detailed documentation and diagnostics.
Collaborate with other IT staff and contribute to continuous improvement of support processes and tools.

Advanced English Level.
Excellent written and verbal communication skills; able to communicate effectively and professionally with both technical and non-technical English-speaking clients.
Associate degree in IT, Computer Science or equivalent experience.
Certifications preferred such as CompTIA A+, Network+, Microsoft 365 Fundamentals.
1-2 years of IT support or help desk experience, preferably in a Managed Service Provider (MSP) or fast-paced IT services environment.
Demonstrated experience supporting multiple clients and environments remotely.
Solid understanding of Windows 10/11, Windows Server, Office 365, Active Directory and general networking concepts.
Experience with RMM or PSA tools such as Datto, ConnectWise, NinjaOne or similar.
Proficient in Microsoft 365 and Google Workspace administration.
Familiar with VPNs, DNS, DHCP, IP configuration and VoIP technologies.
Comfortable using remote support tools such as TeamViewer, Splashtop or AnyDesk.
Strong troubleshooting and analytical skills with a proactive and detail-oriented approach.
Ability to multitask, prioritize effectively, and stay calm under pressure.
Self-starter capable of working independently and following procedures.
Willingness to work standard U.S. business hours with flexibility if needed.
Two monitors and a high-speed fiber connection or Starlink internet.

IT Technician Level 2

Key skills