DistantJob

Level 2 Help Desk Technician

DistantJob

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AzureCloudDNSFirewallsTCP/IP

About the role

  • Remote Support: Remote troubleshooting as part of the primary help desk team. You will be troubleshooting Windows OS, desktop apps (O365, line-of-business), printing, VPN, and SSO (Entra ID, conditional access).
  • Escalated Support: Handle Level 2 tickets escalated from Tier 1 technicians. This can include desktop, server, and network issues.
  • User Management: Manage onboarding/offboarding, such as configuring user accounts in Active Directory, Microsoft 365, and Google Workspace licenses, device provisioning and MFA and app deployment.
  • Server & Network Support: with Windows Server (2016–2025), Exchange, VPNs, firewalls, routers, and switches, LAN/WAN. Network triage: DHCP/DNS, site-to-site/remote access VPN, VLAN basics, firewall/SW/AP reboots and configuration checks (SonicWALL, Ubiquiti, Fortinet).
  • Security & Patching: OS patches, antivirus updates. Assist with security monitoring and remediation. Email security hygiene: SPF/DKIM/DMARC checks, quarantine/release workflows (Proofpoint/Sophos or equivalents).
  • Use Autotask, NinjaOne, and IT Glue.
  • Maintain detailed ticket notes, update internal documentation, and contribute to the knowledge base.
  • Work closely with senior engineers and project teams on deployments and escalations.
  • Communicate efficiently with non-technical users by setting clear expectations and closing the loop.

Requirements

  • 3+ years of experience as an IT Technician, preferably for an MSP (or serving multiple clients).
  • O365 administration.
  • Desktop and server operating systems (2016–2025).
  • Active Directory.
  • Networking (DNS, DHCP, TCP/IP, VLANs)
  • RMM/PSA platforms and ticketing tools
  • Configuring and troubleshooting firewalls
  • Cloud services (Azure, Google Workspace, M365)
  • Exellent interpersonal, problem-solving, and customer service skills

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Windows OSO365 administrationActive DirectoryWindows ServerNetworkingVPNfirewallsDHCPDNSMFA
Soft skills
interpersonal skillsproblem-solving skillscustomer service skillscommunication skills