Job Title: Technical Support Specialist Level 2 Job Summary: We are seeking a skilled and reliable Technical Support Specialist Level 2 to provide advanced technical assistance and ensure the smooth operation of IT systems. This role is responsible for resolving Level 1 escalations, supporting various client environments, maintaining documentation, verifying backups and antivirus systems, and assisting with user management processes. The ideal candidate demonstrates a blend of technical expertise, strong organizational skills, and a professional, service-oriented demeanor. Key Responsibilities: • Respond to and resolve Level 1 and Level 2 IT support tickets related to software, hardware, and network issues. • Act as the first line of support for client technical issues via remote access, phone, or ticket system. • Provide support for Windows desktops, Windows Server, Microsoft 365, Google Workspace, DNS, DHCP, and related systems. • Respond to alerts from RMM tools; investigate and remediate low-complexity issues. • Troubleshoot and resolve common user issues including desktop performance, connectivity, printers, and email. • Manage and document support tickets using internal ticketing systems, ensuring accuracy and completeness. • Maintain and update internal IT documentation, system procedures, passwords, and asset inventory. • Assist in onboarding/offboarding processes including account setup, permissions, and hardware coordination. • Ensure clear, timely, and professional communication with clients throughout the support process. • Escalate complex issues to Level 3 teams with detailed documentation and diagnostics. • Collaborate with other IT staff and contribute to continuous improvement of support processes and tools. Qualifications & Requirements: • Advanced English Level. • Excellent written and verbal communication skills; able to communicate effectively and professionally with both technical and non-technical English-speaking clients. • Associate degree in IT, Computer Science or equivalent experience. • Certifications preferred such as CompTIA A+, Network+, Microsoft 365 Fundamentals. • 1-2 years of IT support or help desk experience, preferably in a Managed Service Provider (MSP) or fast-paced IT services environment. • Demonstrated experience supporting multiple clients and environments remotely. • Solid understanding of Windows 10/11, Windows Server, Office 365, Active Directory and general networking concepts. • Experience with RMM or PSA tools such as Datto, ConnectWise, NinjaOne or similar. • Proficient in Microsoft 365 and Google Workspace administration. • Familiar with VPNs, DNS, DHCP, IP configuration and VoIP technologies. • Comfortable using remote support tools such as TeamViewer, Splashtop or AnyDesk. • Strong troubleshooting and analytical skills with a proactive and detail-oriented approach. • Ability to multitask, prioritize effectively, and stay calm under pressure. • Self-starter capable of working independently and following procedures. • Willingness to work standard U.S. business hours with flexibility if needed. • Two monitors and a high-speed fiber connection or Starlink internet. Compensation & Benefits: • 100% remote work. • Compensation in USD. • Full-time position with 40 hours per week. • Great work environment with potential for growth.