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Open nowFirst seen 2 days ago

Remote IT Technician Level 2

The Hello Team80 open roles

Where
Remote
Work mode
Remote
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Your applicationOpen nowRemote IT Technician Level 2The Hello Team · Remote

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  4. CV RocketApplied on The Hello Team's own form.

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The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.5%14 days
  5. 35.5%30 days
  6. 45.1%60 days
This job: first seen 2 days ago

The posting

Job Title: Technical Support Specialist Level 2

Job Summary:

We are seeking a skilled and reliable Technical Support Specialist Level 2 to provide advanced technical assistance and ensure the smooth operation of IT systems. This role is responsible for resolving Level 1 escalations, supporting various client environments, maintaining documentation, verifying backups and antivirus systems, and assisting with user management processes. The ideal candidate demonstrates a blend of technical expertise, strong organizational skills, and a professional, service-oriented demeanor.

Key Responsibilities:

  • 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.

Qualifications & Requirements:

  • 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.

Compensation & Benefits:

  • 100% remote work.
  • Compensation in USD.
  • Full-time position with 40 hours per week.
  • Great work environment with potential for growth.
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