Level 2 Helpdesk Technician

This is a remote position.

SUMMARY

We are seeking a reliable Level 2 Helpdesk Technician to provide support during the late afternoon, evening, and weekend hours (EST). You will be the primary point of contact during these times, handling support tickets, phone calls, and customer service when other technicians are offline. You’ll take ownership of escalated issues, manage client communications, and ensure smooth operations outside of regular business hours.

JOB RESPONSIBILITIES

As a Level 2 Helpdesk Technician, you will:

• Answer and manage incoming support calls, serving as the main point of contact during your shift.
• Respond to and resolve all assigned support tickets, including escalated issues.
• Set up and troubleshoot networks and systems (Microsoft, Google, and Apple environments).
• Configure and support Fortinet, Meraki, and other network devices.
• Manage Office 365 and VOIP systems, including RingCentral.
• Document processes and resolutions thoroughly.
• Provide excellent customer service, ensuring clients feel supported even outside of standard business hours.

• 5+ years of experience working at an MSP (Managed Service Provider) – required
• At least 2+ years of MSP experience working as an onsite technician – required
• Fluent in English, both written and spoken – required
• Strong background in troubleshooting Microsoft, Google, and Apple environments
• Experience configuring and supporting Fortinet and Meraki devices
• Skilled in Office 365 and VOIP administration, ideally with RingCentral
• Excellent communication and documentation skills
• Experience working with Healthcare IT systems, HIPAA compliance, and related security standards – a strong plus

Core Skills required:

• Microsoft 365 administration
• Cloud administration
• Strong experience handling escalations
• Ability to work independently

Nice-to-have / preferred:

• Basic network troubleshooting (no advanced network changes expected)
• Healthcare IT experience (explicitly stated as a plus, not a requirement)

Tools currently used:

• ConnectWise (ticketing)
• Ninja (RMM) – tool familiarity is not required; training will be provided.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a night shift schedule.
• Coverage is required during late afternoons, evenings, and weekends (EST).
• This schedule ensures full client support when other technicians are unavailable.