L2 Helpdesk

SUMMARY

We are seeking a highly skilled and client-focused L2 Helpdesk to provide advanced technical support to small and medium-sized businesses. The ideal candidate has 3–5 years of relevant experience in Windows-based environments, telephony systems, firewalls, and remote management tools. This is a client-facing role that requires strong troubleshooting skills, excellent communication, and a commitment to delivering outstanding service. The position is permanently remote and operates on a night shift schedule.

JOB RESPONSIBILITIES

• Provide Level 2 technical support for Windows 11 workstations, servers, and user environments.

• Respond to, troubleshoot, and resolve escalated tickets through ConnectWise and Ninja RMM.

• Support and manage 3CX telephony systems; training will be provided for those with similar experience (e.g., FreeSWITCH, Yealink, Grandstream, Fanvil).

• Configure, troubleshoot, and maintain SonicWall and WatchGuard firewalls.

• Provide support for Active Directory and new user creation.

• Handle end-user support including hardware/software issues, mobile device troubleshooting, and password resets.

• Document issues, resolutions, and updates in IT Glue.

• Collaborate with other technical teams and escalate unresolved issues when necessary.

• Participate in ongoing training to stay current with technologies, including REWST, IT Glue, and other MSP platforms.

• Deliver excellent customer service and communicate technical information clearly to end users.

QUALIFICATIONS

• 3–5 years of relevant IT support experience, preferably in a Managed Services Provider (MSP) environment.

• Strong knowledge of Windows 11 and general desktop/server support.

• Experience with firewall management, including SonicWall and WatchGuard.

• Familiarity with remote monitoring and management tools such as ConnectWise, Ninja RMM, and IT Glue.

• Working knowledge of telephony systems, preferably 3CX or equivalent.

• Strong problem-solving and organizational skills; ability to multitask and prioritize effectively.

• Excellent verbal and written communication skills for client-facing interactions.

• Willingness to work permanent night shift and in a long-term remote setup.

CERTIFICATIONS (Preferred but not required)

• CompTIA Network+

• Microsoft Certifications (e.g., Windows OS, M365 Administration)

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.

• Should be amenable to a permanent night shift schedule.