Information Technology Support Technician Tier 2 & Tier 3

About the role

We are looking for a proactive Remote IT Support Technician operating at Tier 2 and Tier 3 levels. The successful candidate will handle complex issues across Microsoft 365, Azure, networking, and security platforms while delivering excellent customer service.

Key responsibilities

• Serve as the escalation point for Level 2 and Level 3 technical tickets.
• Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and Intune.
• Manage Azure resources such as Azure AD, virtual machines, and licensing.
• Configure, maintain, and troubleshoot SonicWall firewalls, VPNs, and related network security appliances.
• Provide Windows Server administration (2016/2019/2022), Active Directory, Group Policy, DNS, DHCP, and file services.
• Perform workstation imaging, deployment, and support for Windows 10/11.
• Maintain DNS records and resolve related issues.
• Deploy and support EDR solutions and oversee backup/continuity platforms.
• Assist with VoIP system administration (e.g., 3CX, RingCentral, Teams Voice).
• Create and update technical documentation, SOPs, and knowledge‑base articles.
• Track tickets in the PSA system and communicate clearly with clients in fluent English.

Required profile

• Minimum 2 years of experience in a Help Desk or IT Support role at Level 2 or higher.
• Strong problem‑solving abilities and independent work ethic.
• Excellent written and verbal communication in English.
• Experience in a Managed Service Provider (MSP) environment is preferred.

Required skills

• Microsoft 365 Administration
• Microsoft Azure (Azure AD, VMs, licensing)
• SonicWall firewalls and VPN configuration
• Windows Server administration (2016/2019/2022)
• DNS management (A, MX, CNAME, TTL, forward/reverse zones)
• EDR platforms (SentinelOne, CrowdStrike, Malwarebytes)
• BCDR solutions (Veeam, Datto, Acronis)
• VoIP platforms (3CX, RingCentral, Teams Voice)
• CompTIA Network+ and Security+ certifications
• Microsoft certifications (MS‑900, AZ‑900, MD‑102)