OVERVIEW
We are recruiting on behalf of our client for a Level 2 IT Support Technician.
Our client is a US-based organization seeking an experienced technician to handle escalated support tickets and provide reliable, professional IT assistance to their team. This is a fully remote, full-time position requiring availability during US Eastern Standard Time (EST) business hours, and is well suited to a self-directed professional who can manage complex technical issues independently
and communicate confidently with end users.
KEY RESPONSIBILITIES
- Resolve escalated Level 2 hardware, software, network, and system issues, with occasional involvement in Level 3 support tasks
- Administer and support Microsoft 365 services including Outlook, Teams, SharePoint, and Exchange Online
- Manage user accounts, permissions, and Group Policy through Active Directory and Azure/Entra ID
- Troubleshoot network-related issues involving TCP/IP, DNS, DHCP, VPNs, and firewalls
- Manage and support endpoints using Microsoft Intune, including device enrollment and endpoint security
- Log, track, and resolve support tickets accurately using ITSM platforms such as ConnectWise, Autotask, or ServiceNow
- Deliver professional remote support to international end users, maintaining clear and timely communication throughout
REQUIREMENTS
- Matric (Grade 12) as a minimum; a National Diploma or relevant NQF Level 6 qualification in Information Technology is advantageous
- 3–5 years of experience in IT support, with demonstrated Level 2 troubleshooting ability
- Solid working knowledge of Microsoft 365, Active Directory, and Windows environments
- Proven experience supporting users remotely and managing tickets within a structured support environment
- CompTIA Network+, Microsoft certifications (such as MS-900, AZ-900, or MD-102), or equivalent industry certifications preferred
- Excellent spoken and written English, with the ability to communicate technical information clearly to non-technical users
PREFERRED EXPERIENCE
- Hands-on experience with Microsoft Intune and endpoint security management
- Prior exposure to Level 3 support tasks or junior systems administration responsibilities
- Experience working with US or UK clients in a remote staffing or managed services environment
- Familiarity with ITSM platforms, particularly ConnectWise, Autotask, or ServiceNow
KEY COMPETENCIES
- Strong communication skills
- High attention to detail
- Strong organisational skills
- Ability to work independently
- Professionalism and reliability
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