IT Level 2

The Level 2 IT Specialist is responsible for resolving desktop and server support tickets, assisting with Level 1 tickets, performing routine maintenance tasks, and supporting client system setups. This role requires a proactive, detail-oriented professional with excellent English communication skills who can deliver exceptional customer service while supporting diverse IT environments. Friendly, patient and upbeat attitude is a must and part of our culture.

Key responsibilities include monitoring and managing IT systems through platforms such as RMM, cybersecurity, backup solutions, email protection, and collaboration tools. This role also offers an opportunity to develop expertise in Compliance as a Service (CaaS), with preference given to candidates who demonstrate initiative and interest in this area. Successful candidates will excel at troubleshooting, communicating with clients, and maintaining a high standard of service in all interactions.

Duties/Tasks to perform:

• Client Support: Most of all, provide rock star Level 2 remote support for desktops, laptops, printers, and network devices to end users. Troubleshoot and resolve hardware, software, and connectivity issues. Respond to escalated tickets and collaborate with the outsourced helpdesk team to ensure smooth client operations.
• System Administration: Manage and troubleshoot Local Active Directory, Microsoft 365 Platforms, such as, 365 Admin Center, AzureAD. Perform server administration tasks (e.g., user creation, file shares, permissions) and configure server and endpoint management.
• Cybersecurity: Implement cybersecurity policies, including endpoint protection, application whitelisting, patching, and policy management. Contribute to improving client IT infrastructure and security posture. The candidate will work with platforms such as BlackPoint, Heimdal Security, and Checkpoint Harmony. Familiar with edge firewall configuration such as VPNs, port forwarding, ACL’s, etc.
• Automation: Utilize AI to improve PowerShell scripts to automate routine tasks and improve efficiency.
• Microsoft 365: Manage user accounts, licenses, and permissions across Microsoft 365 applications (Exchange Online, Teams, SharePoint, and OneDrive).  Experience with Power Automate would be a plus.
• Documentation: Document processes, procedures, and client configurations in IT Glue. Maintain accurate records in the ticketing system and contribute to knowledge-sharing initiatives.
• Future Growth: Opportunity to assist with planning and implementation of Microsoft Intune, Autopilot, and Azure AD as cloud and compliance needs grow.

• 5+ years of experience in IT Desktop and Server support, with at least 2 years in a Tier 2 role, preferably with an IT MSP.
• Strong expertise in Microsoft 365 Admin and Security, Azure AD, (Intune, and Autopilot a plus).
• Some experience with cybersecurity tools and best practices.
• Excellent troubleshooting skills with Windows OS, MacOS, and Windows servers.
• Experience with Microsoft Hyper-V VM management.
• Exceptional English communication and interpersonal skills.
• Ability to work independently and manage competing priorities effectively.

At least one of the following certifications

• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100, MD-101)
• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• CompTIA Security+
• ITIL 4 Foundation Certification

Experience with these tools would be a plus:

• Cyber: Heimdal Security, Blackpoint Cyber, or similar
• Firewalls: Meraki, Sophos, FortiGate
• Backups: HornetSecurity VM backup or Axcient x360recover, Axcient x360Sync, DropSuite
• RMM: Atera
• Ticketing: Datto Autotask
• Remote: ConnectWise ScreenConnect
• Password Management: Keeper Security
• Compliance: Knowledge of (or interest) compliance frameworks (e.g., NIST, or CIS)
• Documentation: IT Glue

Schedule

Full-time position, Monday to Friday, 8:00 AM to 5:00 PM CST

• Competitive pay in US Dollars.
• You'll get to work with some amazing, respected business professionals.
• We really value and encourage input from our team members.
• We offer different payment methods (Zelle, Face Bank, Binance)
• You'll get paid every two weeks
• We'll provide you with the necessary equipment to work: Laptop, headset, mouse, and mouse pad.
• Birthday and work anniversary celebrations.
• Alliances with many brands grant extra benefits to freelancers.
• Weekly recreation dynamics that foster a healthy work environment.