Level 2 IT Support Technician

Working Schedule: Monday Friday, Eastern Standard Time

Work Arrangement: Fully Remote (Work From Home)

Salary Range: USD 1,600 USD 2,000 per month

Employer: An MSP company located in New York City

Note: Although this position is classified as a Level 2 Technician, you will initially perform Level 1 tasks. This is to ensure you are fully acclimated to our tools, systems, and processes before transitioning to full Level 2 responsibilities.

About the Role

Were looking for a remote Level 2 IT Support Technician who loves technology, takes initiative, and communicates clearly. You'll provide day-to-day desktop and Microsoft 365 support to end users across multiple clients, working closely engineers and Service Desk Coordinator. This role requires someone with strong Level 2 experience, especially in creating structured SOPs and adapting quickly to new technologies.

Key Responsibilities

• Provide remote desktop, laptop, and mobile support via our ticketing and remote-access tools.
• Troubleshoot hardware, software, and network issues (Windows 10/11, macOS, VPN, DNS/DHCP).
• Administer Microsoft 365 and Azure AD (add/remove users, mailboxes, Teams, OneDrive).
• Manage Intune device enrollment and compliance policies.
• Document troubleshooting steps, SOPs, and resolutions clearly in SuperOps.
• Escalate complex issues to Tier 2/Tier 3 as needed while ensuring timely client updates.
• Maintain proactive monitoring, patching, and backup checks.
• Learn and adopt new technologies and tools as part of continuous improvement.
• Collaborate virtually with the NYC Service Desk team during Eastern Time business hours.

Required Experience & Skills

• 3+ years of IT support experience in a professional or corporate environment (financial sector a plus).
• Prior MSP experience is required must have supported multi-client environments.
• Proven Level 2 technical experience, including troubleshooting advanced issues and creating operational SOPs.
• 2+ years of Microsoft 365 / Azure AD administration (MS-900 or equivalent preferred).
• Strong understanding of Windows OS, networking fundamentals, and security best practices.
• Ability to quickly learn new technologies, platforms, and tools.
• Excellent written and verbal communication skills able to explain technical concepts to non-technical users.
• Highly organized, proactive, and comfortable working independently.