Level 2 Help Desk Technician

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: TYPE OF WORK

Full Time

: SALARY

1800

: HOURS PER WEEK

40

: DATE UPDATED

Jul 10, 2026

JOB OVERVIEW

Summary
A Level 2 Help Desk Technician will handle everything from routine troubleshooting to complex escalations. In addition, you’ll act as a Project Engineer, providing technical support, working on assigned IT projects end-to-end, and driving the successful onboarding of both client and internal systems.

Key Responsibilities

Help Desk & Customer Support
- Respond to customer inquiries via phone, email, or chat.
- Diagnose and resolve issues related to hardware, software, and network connectivity.
- Guide customers step-by-step to resolve technical problems using remote-desktop tools and help-desk software.
- Document and track all interactions and resolutions in the ticketing system and knowledge base.
- Escalate unresolved or high-priority i ---------- to Level 3 support and follow up to ensure a timely resolution.
- Maintain professional, courteous communication to uphold high customer satisfaction.

Technical & Project Engineering
- Provide technical support to guide customers remotely, including installation, configuration, and maintenance of computer systems, networks, and peripherals.
- Perform scheduled maintenance and software updates to ensure systems run optimally.
- Participate in small- to mid-scale IT projects—from involved in the planning through execution and close-out—ensuring scope, budget, and timelines are met.
- Collaborate with the remote support team to transition complex i ---------- into formal service requests or project tasks.
- Use project management tools to track deliverables, report status, and communicate with stakeholders.
- Oversee the onboarding of new internal systems—developing processes, conducting user training, and ensuring seamless integration.
- Educate client IT staff on best practices for IT security, maintenance, and system administration.

Qualifications
- High school diploma or equivalent; some college coursework or technical certifications preferred (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
- 2+ years of experience in a helpdesk or in an MSP environment.
- Hands-on experience as a technician or project engineer supporting Windows Server, Microsoft 365, and common IT systems.
- Solid understanding of computer hardware, mobile devices, networking fundamentals, and basic cybersecurity principles.
- Familiarity with remote-desktop applications, helpdesk/ticketing software, and project management platforms.
- Strong document-creation skills, with emphasis on developing clear, step-by-step SOPs and How-To Guides for both internal teams and end-users.
- Excellent troubleshooting, problem-solving, and documentation skills.
- Excellent English verbal and written communication; able to translate technical concepts for non-technical audiences. Meaning you can speak Human and Tech and make it understandable to others who are not tech-savvy.
- Ability to work both independently and collaboratively within a distributed remote team.

Preferred Skills
- AI-Enabled and for working with large language Models for troubleshooting and engineering.
- Experience scripting for deployment of tools and updates in RMM (e.g., Datto RMM, EDR) and MDM (e.g., Microsoft Intune) environments.
- Experience supporting macOS and Linux endpoints.
- Hands-on knowledge of Azure AD, Okta, and other identity-management platforms.
- Exposure to server virtualization (Hyper-V, VMware) and basic cloud infrastructure.
- Understanding of Google Workspace administration.
- Prior experience managing end-to-end IT projects, including stakeholder coordination and change management.
- Certification or coursework in cybersecurity fundamentals (e.g., Security+, CISSP Associate).

Why You’ll Love Working with Us
You’ll join a dynamic team where your technical expertise and project-engineering skills will directly impact customer satisfaction and successful IT outcomes. We offer continual learning opportunities, certification support, and a collaborative environment that values innovation and professional growth.

Notes: When reaching out, please include your CV and your DISC assessment, thanks!

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Level 2 Help Desk Technician

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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