Remote Technical Support Specialist Level 2&3

· Proficient level of English (written and spoken).

· 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.

· Out-of-the-box thinker, highly adaptable, reliable, self-motivated, and confident approach.

· Positive attitude and the ability to learn and adapt quickly.

· Ability to understand and follow established processes accurately with minimal supervision.

· Ability to work U.S. Eastern Time (New York) business hours and adapt to business needs.

· Interested in long-term career opportunities.

· Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet.

We are seeking a skilled and reliable Remote Technical Support Specialist Level 2&3 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 .

,[• 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., • Perform other duties related to the position as assigned.] Requirements: Azure, IP routing, Networks, AWS, Windows Server, Security, Cybersecurity, IPS, Cisco Tools: . Additionally: International projects, Startup atmosphere.