Level 2 IT Support Technician (MSP / Remote)

We are a U.S.-based Managed Service Provider (MSP) seeking an experienced Level 2 IT Support Technician to join our team full-time.

This role is for someone who can go beyond basic helpdesk tasks and take ownership of technical issues, troubleshoot efficiently, and provide excellent customer service.

You will work closely with our dispatcher and clients to resolve tickets, support end users, and maintain stable IT environments.

Key Responsibilities:
• Troubleshoot and resolve Level 1 and Level 2 support tickets
• Provide remote support for desktops, laptops, and mobile devices
• Support Microsoft 365 (users, email, permissions, troubleshooting)
• Assist with networking issues (routers, firewalls, Wi-Fi)
• Manage and maintain Windows environments
• Document work clearly in the ticketing system
• Communicate professionally with clients
• Escalate complex issues when necessary

Requirements:
• Strong English communication (written and spoken)
• 3+ years of IT support experience (MSP experience preferred)
• Experience with Microsoft 365 administration
• Good understanding of networking fundamentals (DNS, DHCP, VPN)
• Experience with remote support tools and ticketing systems
• Ability to work during U.S. business hours
• Reliable internet and quiet work environment

Preferred Experience:
• MSP experience
• Experience with RMM tools (Syncro, Ninja, etc.)
• Basic cybersecurity awareness
• Experience documenting processes

IMPORTANT – VIDEO REQUIREMENT:
To be considered, you MUST submit a short video (2–3 minutes) answering the following:

1. Tell us about your IT experience and environments you’ve supported
2. Walk us through how you would troubleshoot a user who cannot access email
3. What hours are you available to work (local time and U.S. time)
4. Do you currently have any other jobs or clients?

Applications without a video will NOT be considered.

Technical Screening (Required):
Please also include written answers to the following:

1. What is DNS and why is it important?
2. What steps would you take if a computer cannot connect to the internet?
3. What is the difference between local user and domain user?

We are looking for someone long-term who wants to grow with our company.

To confirm you read this job post, include the word "L2TechPro" in your application subject line.