IT Support Level 2

• Provide Level 2 technical support, resolving hardware, software, system, and network-related issues
• Troubleshoot and maintain Windows, macOS, Linux (Debian and Proxmox), and Windows Server environments
• Administer and support Microsoft 365 (Office 365) and Google Workspace environments
• Perform remote software installations, configurations, updates, and maintenance
• Troubleshoot network connectivity issues, manage IP addressing, and support local network administration
• Configure and maintain antivirus, firewall, VPN, email filtering, and DNS security solutions
• Support backup and virtualization environments, including Proxmox and Hyper-V
• Manage remote access and troubleshooting tools such as ConnectWise and RustDesk
• Monitor, update, prioritize, and resolve technical support tickets using ticketing systems
• Create and maintain accurate technical documentation, troubleshooting procedures, and knowledge base articles
• Communicate professionally with users, providing clear explanations and timely updates on technical issues
• Escalate unresolved or highly complex incidents to higher-level technical teams when necessary

• Mid-senior-level experience in IT technical support, help desk operations, or systems administration, with strong Level 2 troubleshooting capabilities
• Advanced troubleshooting skills across Windows, macOS, and Linux operating systems
• Strong experience administering Windows Server and Linux server environments, including Debian and Proxmox
• Advanced knowledge of Microsoft 365 and Google Workspace administration
• Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, IP addressing, and network troubleshooting
• Experience managing firewalls, VPNs, and network security solutions such as pfSense, UniFi, and OPNsense
• Experience administering antivirus solutions, email security, and DNS filtering
• Familiarity with virtualization and backup technologies, particularly Proxmox and Hyper-V
• Basic to intermediate scripting skills using PowerShell and Bash
• Experience with remote support and connection tools such as ConnectWise and RustDesk
• Proficiency in ticket management systems, including ConnectWise or similar platforms
• Experience creating and maintaining IT documentation using IT Glue or similar knowledge management platforms
• Ability to work Monday through Friday, 8:30am to 5:30pm EST
• Strong analytical thinking, attention to detail, and problem-solving abilities
• Excellent customer service and communication skills, with the ability to explain technical concepts clearly
• Ability to prioritize multiple technical requests, work independently, and collaborate effectively with escalation teams

• Fully remote work environment
• Stable, long-term collaboration
• Clear scope of responsibilities and structured workflows
• Training and onboarding support
• Opportunity to work with international teams
• Exposure to modern tools and professional processes
• Supportive and collaborative work culture
• Opportunity for skill development and career growth