Level 1/2 Support Technician
New
D
DistantJobManaged Services Provider
Remote, US Pacific TimeFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Native English speaker
- Experience
- 6 months to 1.5 years
Requirements
- 6 months to 1.5 years of experience in a helpdesk or IT support role, ideally at an MSP.
- Native English speaker proficiency.
- Available to work Monday–Friday, 8 am–5 pm US Pacific Time.
- Proven experience communicating with customers across phone, email, and ticketing systems.
- Hands-on experience with RMM, PSA/ticketing, and documentation platforms (NinjaOne, Autotask, IT Glue).
- Windows OS experience in Workgroup and Domain environments.
- Working knowledge of Office 365, Adobe, and common Windows apps.
- Endpoint security and antivirus experience (BitDefender preferred).
- Familiarity with email management platforms like OpenText (AppRiver).
- Hardware troubleshooting at the subassembly level.
- Windows Server administration: Active Directory, DNS, file/folder security, certificates, and print servers.
- Experience with virus removal, spam mitigation, and LAN troubleshooting.
Responsibilities
- Be the first point of contact for client issues via phone, email, and automated alerts.
- Triage tickets: identify the problem, assess severity, and escalate when needed.
- Keep clients updated throughout the resolution process.
- Configure and deploy new workstations; migrate data and applications.
- Troubleshoot Windows PCs, servers, and common hardware issues.
- Support Active Directory, DNS, file/folder security, print servers, and certificates.
- Monitor and troubleshoot client LAN environments.
- Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver).
- Document everything in IT Glue.
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