VirtueStaff

Technical Support Specialist, Level 2

VirtueStaff

contract

Posted on:

Origin:  • 🇮🇳 India

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Job Level

Mid-LevelSenior

Tech Stack

CloudFirewallsServiceNowVMware

About the role

  • Proactive Level 2 Tech Support handling second-level technical issues.
  • Provide Level 1/2 support: workstation setup, Office 365 admin, printers, peripherals, software troubleshooting.
  • Onboard new users: workstation builds and application setup.
  • Manage tickets in systems like Autotask, ServiceNow, Remedy.
  • Support security tools (SentinelOne, EDR) and perform basic server, firewall, virtualization troubleshooting (VMware, Hyper-V).
  • Document solutions, escalate issues, and improve knowledge base.
  • Collaborate with technicians to ensure coverage and quality customer service.

Requirements

  • Experience in a Managed Services Provider (MSP) environment required.
  • Strong knowledge of Office 365 administration and support.
  • Proficiency with Windows workstations (builds, OS installation, troubleshooting, application setup).
  • Experience with ticketing systems (Autotask preferred, but others accepted).
  • Familiarity with EDR/security tools (e.g., SentinelOne).
  • Basic exposure to firewalls, servers, and virtualization (VMware/Hyper-V a plus).
  • Excellent English communication skills with a clear, easy-to-understand accent.
  • Prior customer-facing technical support experience.
  • Ability to work independently while following established processes.
  • Broader IT knowledge beyond one specialization.
  • Familiarity with MSP tools and workflows.
  • Experience supporting onboarding processes for new users and devices.
  • Additional technical exposure to advanced IT concepts (servers, networking, cloud environments).