Technical Support Specialist - Level 2

Job Title: Technical Support Specialist Level 2

Job Summary:
We are seeking a skilled and reliable Technical Support Specialist Level 2 to provide advanced technical assistance and ensure the smooth operation of our IT systems. In this role, you will play a key part in troubleshooting and resolving a wide range of technical issues for both end-users and infrastructure systems. You will handle Level 1 escalations, manage documentation, verify system health (including backups and antivirus), and help organize and secure company information. This position requires a blend of technical depth, strong organizational habits, and a calm, professional demeanor.

Key Responsibilities:

• Respond to and resolve Level 1 and Level 2 IT support tickets related to software, hardware, and network issues.
• Provide support for Windows desktops, servers, Microsoft 365, Google Workspace, DNS, DHCP, and related systems.
• Manage and document support tickets using our internal ticketing system, ensuring accuracy and completeness.
• Maintain internal documentation, including troubleshooting steps, system procedures, passwords, and asset information.
• Regularly check and verify backups and antivirus systems to ensure security and data integrity.
• Organize and maintain structured company IT information for ease of access and continuity.
• Assist in onboarding/offboarding processes including account setup, permissions, and email configuration.
• Collaborate with other IT staff and escalate complex issues as needed.
• Participate in continuous improvement of IT support processes and user experience.

Qualifications & Requirements:

• Advanced English Level.
• Excellent written and verbal communication skills; able to communicate clearly with both technical and non-technical users.
• Proven experience in a Level 2 Technical Support or Help Desk role.
• Strong troubleshooting and analytical skills with a proactive approach to problem-solving.
• Proficient with:
  • Windows OS & Windows Server
  • Microsoft 365 administration
  • Google Workspace support
  • DNS / DHCP configuration
  • Email systems and account management
• Experience working with ticketing systems (e.g., Zendesk, Freshservice, or similar).
• Ability to manage multiple tasks simultaneously, prioritize effectively, and stay calm under pressure.
• Detail-oriented with strong documentation and organizational habits.
• Professional, courteous, and team-oriented attitude.
• Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are a plus but not mandatory.
• Two monitors and a high-speed fiber network or Starlink internet.

Compensation & Benefits:

• 100% remote work.
• Compensation in USD.
• Full-time position with 40 hours per week.
• Great work environment with potential for growth.