We are looking for an experienced IT Support Level 2 professional to provide high-quality remote technical support to a diverse client base. This role is ideal for someone who enjoys working across multiple technologies, troubleshooting complex issues, and collaborating closely with senior engineers in a structured support environment.
Duties
Provide remote technical support to resolve user issues and fulfill service desk requests requiring IT expertise
Act as an escalation point for Level 1 and Level 2 support issues
Triage, prioritize, and manage incoming support tickets efficiently
Deliver clear, professional client communication and build trusted relationships
Support IT projects, system migrations, and ongoing improvements
Document repeatable or undocumented tasks for future delegation
Assist with internal IT tools, systems, product evaluations, and process enhancements
Maintain accurate technical documentation and contribute to quality assurance initiatives
Escalate complex issues to Level 3 engineers with complete and accurate information
Follow guidance from senior engineers to ensure efficient issue resolution
Qualifications
Strong hands‑on experience with Microsoft 365 (Exchange, Share Point, Teams, Entra, Office apps)
Microsoft 365 tenant administration, including security, conditional access, and user management
Experience with Microsoft 365 endpoint management
Knowledge of mail flow and DNS filtering administration and troubleshooting
Windows desktop OS and mac OS support, including upgrades and migrations
Windows Server administration and configuration
Power Shell and Windows command‑line scripting skills
Experience with RMM and remote access tools (e.g., Connect Wise Automate, Screen Connect)
Familiarity with ticketing/PSA systems (e.g., Zendesk, Halo PSA)
Remote PC hardware support, including firmware and driver management (Dell, HP)
Experience with IP telephony solutions (e.g., 3 CX, Microsoft Teams)
Understanding of domain and website hosting
Networking knowledge (LAN, internet connections, IP addressing, DNS, switches, routers, firewalls)
Experience with Uni Fi and Watch Guard environments
Ability to configure and troubleshoot common business software (e.g., Adobe Acrobat, Sage)
Experience with anti‑malware solutions (Bitdefender, Microsoft Defender)
Experience installing and configuring backup solutions (e.g., Acronis)
Comfort working with documentation platforms and knowledge bases
Schedule & Availability
Monday to Friday, 10:00 a.m. – 6:00 p.m. (London Time)
Benefits
Fully remote work environment
Stable, long‑term collaboration
Clear scope of responsibilities and structured workflows
Training and onboarding support
Opportunity to work with international teams
Exposure to modern tools and professional processes
Supportive and collaborative work culture
Opportunity for skill development and career growth
