Level 2 IT Support Technician

OVERVIEW

We are recruiting on behalf of our client for a Level 2 IT Support Technician. Our client is a US-based organization seeking an experienced technician to handle escalated support tickets and provide reliable, professional IT assistance to their team. This is a fully remote, full-time position requiring availability during US Eastern Standard Time (EST) business hours, and is well suited to a self-directed professional who can manage complex technical issues independently and communicate confidently with end users.

KEY RESPONSIBILITIES

• Resolve escalated Level 2 hardware, software, network, and system issues, with occasional involvement in Level 3 support tasks
• Administer and support Microsoft 365 services including Outlook, Teams, SharePoint, and Exchange Online
• Manage user accounts, permissions, and Group Policy through Active Directory and Azure/Entra ID
• Troubleshoot network-related issues involving TCP/IP, DNS, DHCP, VPNs, and firewalls
• Manage and support endpoints using Microsoft Intune, including device enrollment and endpoint security
• Log, track, and resolve support tickets accurately using ITSM platforms such as ConnectWise, Autotask, or ServiceNow
• Deliver professional remote support to international end users, maintaining clear and timely communication throughout

REQUIREMENTS

• Matric (Grade 12) as a minimum; a National Diploma or relevant NQF Level 6 qualification in Information Technology is advantageous
• 3–5 years of experience in IT support, with demonstrated Level 2 troubleshooting ability
• Solid working knowledge of Microsoft 365, Active Directory, and Windows environments
• Proven experience supporting users remotely and managing tickets within a structured support environment
• CompTIA Network+, Microsoft certifications (such as MS-900, AZ-900, or MD-102), or equivalent industry certifications preferred
• Excellent spoken and written English, with the ability to communicate technical information clearly to non-technical users

PREFERRED EXPERIENCE

• Hands-on experience with Microsoft Intune and endpoint security management
• Prior exposure to Level 3 support tasks or junior systems administration responsibilities
• Experience working with US or UK clients in a remote staffing or managed services environment
• Familiarity with ITSM platforms, particularly ConnectWise, Autotask, or ServiceNow

KEY COMPETENCIES

• Strong communication skills
• High attention to detail
• Strong organisational skills
• Ability to work independently
• Professionalism and reliability

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