Level 2 Technical Support Specialist

• Serve as the first point of contact for customer support, answering phones and handling help desk tickets.
• Provide Level 1/2 technical support including:

• Workstation setup, configuration, and troubleshooting.
• Office 365 account setup, troubleshooting, and administration.
• Printer, peripheral, and basic networking issue resolution.
• Software installation and troubleshooting.
• Perform new user onboarding, including workstation builds and application setup.
• Work within ticketing systems (e.g., Autotask, ServiceNow, Remedy, etc.) to manage service requests and incidents.
• Support security tools and solutions (e.g., SentinelOne, EDR platforms).
• Provide basic troubleshooting on servers, firewalls, and virtualization platforms (VMware, Hyper-V) as needed.
• Document solutions, escalate issues as required, and contribute to knowledge base improvements.
• Collaborate with other technicians to ensure consistent coverage and high-quality customer service.

• Experience in a Managed Services Provider (MSP) environment required.
• Technical Skills:

• Strong knowledge of Office 365 administration and support.
• Proficiency with Windows workstations (builds, OS installation, troubleshooting, application setup).
• Experience with ticketing systems (Autotask preferred, but others accepted).
• Familiarity with EDR/security tools (e.g., SentinelOne).
• Basic exposure to firewalls, servers, and virtualization (VMware/Hyper-V a plus).
• Excellent English communication skills with a clear, easy-to-understand accent.
• Prior customer-facing technical support experience.
• Ability to work independently while following established processes.

• Broader IT knowledge beyond one specialization.
• Familiarity with MSP tools and workflows.
• Experience supporting onboarding processes for new users and devices.
• Additional technical exposure to advanced IT concepts (servers, networking, cloud environments).

• Work From Home
• Performance Bonus

VirtueStaff