Level 2 – IT Support Technician (Client Facing)

Working Schedule: Monday – Friday (Pacific Standard Time)

Working Arrangement: Fully Remote

Salary: $1,600 - $1,800

Employer: MSP company located in California

Overview

We are growing our team and looking for a client-focused Level 2 IT Support Technician who has broad general IT support experience and is comfortable being on the phone for most of their shift. This role is ideal for a fresh L2 who may still be developing technically but excels in communication, documentation, and customer interaction.

This position serves as the first point of contact for users and is well-supported by a highly experienced senior team for escalations and ongoing learning.

Key Responsibilities

• Answer incoming support calls and serve as the first point of contact for IT issues and service requests

• Communicate clearly and confidently with users to understand problems, gather details, and set expectations

• Troubleshoot and resolve software, hardware, and basic network issues via phone, email, or chat

• Walk users through step-by-step troubleshooting and explain solutions in a clear, user-friendly manner

• Create, update, and manage support tickets in Halo with accurate and detailed documentation

• Record all customer interactions, troubleshooting steps, and resolutions clearly for escalation and future reference

• Perform routine IT tasks such as user account management, password resets, software installations, and new user setups

• Assist with configuring, updating, and troubleshooting laptops, desktops, and peripherals

• Review monitoring alerts and tickets using NinjaRMM and address potential issues proactively

• Identify issues that require escalation and collaborate with senior engineers to resolve them

• Work closely with a highly experienced IT team and leverage available resources when troubleshooting complex issues

Required Skills & Qualifications

• Excellent verbal and written communication skills; able to engage confidently with non-technical users

• Comfortable handling phone-based support for a significant portion of the workday

• Strong customer service mindset with patience, empathy, and professionalism

• Solid working knowledge of Windows and macOS environments

• Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint basics)

• Understanding of basic networking concepts such as VPN, DNS, and DHCP

• Familiarity with remote support tools such as TeamViewer, AnyDesk, or LogMeIn (NinjaRMM preferred)

• Basic VoIP experience is a plus, with Teams Voice preferred

• Strong problem-solving skills and ability to work independently while knowing when to escalate

• Detail-oriented with strong documentation and note-taking habits

• 2–3 years of experience in helpdesk or technical support

• Associates degree in IT or related field, or relevant certifications such as CompTIA A+