L2 Desktop Support Technician

ROLE SUMMARY

Our client is looking for an L2 Desktop Support Technician, a problem-solver with a client-focused mindset who enjoys working through technical challenges, to join their team. The ideal candidate should have a superb knowledge of desktop operating systems, a working knowledge of server operating systems and networking, and a drive to deliver the best possible experience to our clients. You’ll be troubleshooting Windows 10, Windows 11, MacOS, and Windows Server 2019, 2022, and diving into networking issues regularly. Working in Office 365, Active Directory, and Azure AD are also routine parts of your day. Throughout the day you’ll be translating technology to end users that aren’t always technical, so communication skills are paramount in this role.

POSSIBLE SCHEDULES:

9:00 PM – 6:00 AM Pacific Daylight Time Thursday to Monday (12:00 PM – 9:00 PM Philippine Local Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Handle escalated tickets from the level 1 team, including break/fix issues, application installation and configuration, and user-level settings

·       Handle server administration, networking, and security and address issues like building out new Hyper-V hosts, troubleshooting and deploying SonicWall firewalls, and troubleshooting and deploying Datto networking switches and access points, among many other new technologies being rolled out regularly

·       Provide guidance and mentorship to a level 1 technician who is just getting started

·       Work through the ticketing system to document, track, and escalate tickets

·       Work in the documentation platform to keep everything up to date along the way

QUALIFICATIONS

·       A Bachelor’s degree in the related field is preferred

·       A+ and/or Network+ certifications are required, MD-100 and MD-101 are preferred

·       Superb knowledge of Windows 10/11 and MacOS

·       Working knowledge of Windows Server 2016, 2019 and 2022

·       Working knowledge of the Microsoft 365 office suite

·       Knowledge of Office 365 cloud services is a plus

·       Knowledge of Azure and/or AWS is a plus

·       Knowledge of Datto BCDR and/or SaaS Backup is a plus

·       Knowledge of SonicWall firewalls is a plus

·       Knowledge of Datto networking, or networking in general, is a plus

·       Experience working in a ticketing system is preferred, with Autotask experience a huge plus

·       Previous MSP (Microsoft Service Provider) experience is a plus

·       Time management skills are crucial to your success in this role

·       Superb verbal and written communication skills are a must

·       Willing to obtain required certifications upon being employed

·       Analytical skills with particular attention to detail

·       Ability to function in an autonomous environment—independent worker, self-directed