Working Schedule: Monday – Friday, Hawaiian Standard Time
Work Arrangement: Fully Remote
Salary: $1,700 - $2,000
Employer: MSP company operating in Hawaii, USA.
Position Overview
We are seeking an experienced L2 Technician with strong networking and infrastructure skills to resolve escalated and moderately complex technical issues across client environments.
The ideal candidate has hands-on experience with Windows Server, Active Directory, DNS, DHCP, firewalls, switching, wireless networking, VPNs, virtualization, and Microsoft 365. Experience with Fortinet and Ubiquiti environments is strongly preferred.
Key Responsibilities
- Resolve escalated technical issues involving Windows, Microsoft 365, identity, applications, hardware, networking, and infrastructure.
- Troubleshoot and support Windows Server, Active Directory, DNS, DHCP, firewalls, switching, wireless, VPNs, and virtualization.
- Administer and troubleshoot Fortinet firewalls and Ubiquiti networking environments.
- Perform approved system, network, and infrastructure configuration changes.
- Diagnose issues across multiple systems and identify root causes and permanent fixes.
- Document troubleshooting steps, configurations, resolutions, and technical procedures.
- Maintain clear client communication and accurate ticket documentation.
- Identify recurring or systemic issues and recommend improvements or standardization.
- Provide technical guidance to L1 Technicians and assist with technical improvement projects.
- Escalate high-risk, architectural, or broad-impact issues appropriately.
Required Qualifications & Experience
- 3+ years of experience in IT support, help desk, systems administration, network administration, or a related field.
- Experience working in an MSP, multi-client, or fast-paced support environment preferred.
- Strong knowledge of TCP/IP, DNS, DHCP, VLANs, routing, switching, wireless networking, firewalls, and VPNs.
- Hands-on experience with Windows Server, Active Directory, and Group Policy.
- Hands-on experience administering and troubleshooting Fortinet firewalls.
- Experience with Ubiquiti switching, wireless, and network management platforms preferred.
- Working knowledge of virtualization, server infrastructure, and storage.
- Experience with ticketing, remote monitoring, network monitoring, endpoint management, and documentation platforms.
- Ability to independently troubleshoot unfamiliar and multi-system issues.
- Strong analytical, communication, documentation, organizational, and problem-solving skills.
- Ability to follow security, change management, and service delivery procedures.
- High school diploma or equivalent required; technical education or equivalent practical experience preferred.
Preferred Certifications
- Fortinet NSE 4 – FortiOS Administrator
- Fortinet NSE 5 or 6 – Secure Networking
- Microsoft Certified: Windows Server Administrator Associate
- Other relevant Fortinet, Microsoft, CompTIA, or industry certifications
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