As a Remote Help Desk Technician (Level 2), you will provide remote support, troubleshoot issues, resolve tickets, and follow MSP best practices. You will work with Windows/macOS devices, Microsoft 365 environments, common SMB networks, and various line-of-business applications.
Duties/Tasks to Perform:
- Provide remote support via phone, PSA ticketing system, and remote-control tools.
- Troubleshoot common IT issues (M365, Windows/macOS, printing, VPN, email, etc.).
- Respond to RMM alerts (patching failures, AV alerts, offline endpoints).
- Perform basic system administration (M365 accounts, Azure AD identity issues).
- Escalate complex issues with complete notes and diagnostics.
- Follow MSP workflows including SLAs, ticket documentation, and escalation rules.
- Maintain detailed, accurate ticket notes and real-time time entries.
- Understanding MSP workflows, PSA/RMM tools, SLAs, and documentation standards is required.
- Deliver exceptional customer service with clear, professional communication.
- Communicate directly with end users and write detailed ticket notes.
- Must be able to explain technical issues clearly and professionally.
