L2 Helpdesk Technician

We’re looking for a L2 Helpdesk Technician. You'll be the second tier of our service desk: the escalation point for issues L1 can't resolve, the hands on remote infrastructure via our RMM platform, and a frontline checkpoint for security and compliance. This is not a security analyst role, but in our environment, every technician is expected to recognize when a request is out of policy, out of compliance, or out of pattern, and route it accordingly rather than just "making it work." Your primary client base is European; you'll also overlap with US team handoffs at the end of your shift. This role supports European clients in real time. The shift tracks 9:00 AM – 5:00 PM Croatia time, which in Santiago means:April – early September (Chile winter / Europe summer):3:00 AM – 11:00 AM localNovember – March (Chile summer / Europe winter):5:00 AM – 1:00 PM localTransition weeks (Sept–Oct, late March–April):4:00 AM – 12:00 PM localThis is a permanent early schedule, contracted as a fixed jornada — not a rotation, and not a temporary arrangement. The upside: your workday ends by early afternoon, every day, year-round. Key ResponsibilitiesOwn escalated tickets end-to-end: troubleshoot, resolve, document, and close with clear client communication at every step.Work daily in our RMM and PSA platforms (Datto RMM, Autotask) — remote remediation, scripted fixes, patch and agent health, monitoring response.Administer Microsoft 365 and Entra ID: user lifecycle, Exchange Online, SharePoint/OneDrive permissions, Conditional Access basics, Intune-managed endpoints.Support endpoints in a zero-trust application control environment (ThreatLocker): evaluate elevation and application approval requests, distinguish legitimate business need from policy bypass, and escalate exceptions through the proper channel.Recognize and flag out-of-compliance requests — local admin asks, unapproved software, data handling that conflicts with client compliance frameworks — rather than fulfilling them quietlyRespond to alerts from our security stack (EDR/MDR, email security, identity threat detection) at the triage level: gather context, contain where runbooks allow, escalate cleanlyWrite documentation other technicians can actually follow: ticket notes, KB articles, client-facing summariesHand off cleanly to US-based team members at the end of your shiftSkills, Knowledge and Expertise2+ years in an MSP or multi-client IT support environment, with at least 1 year at an L2/escalation level.Strong working knowledge of Windows 10/11 administration, Microsoft 365 / Entra ID, Active Directory, DNS, DHCP, and core networking (VLANs, VPN, firewall concepts).Hands-on experience with an RMM/PSA toolset (Datto RMM and Autotask preferred; ConnectWise, NinjaOne, or similar acceptable)A genuine working understanding of security concepts: least privilege, application allowlisting, phishing and identity attack patterns, why compliance frameworks restrict what they restrictExceptional written and spoken English. You will communicate directly with European and US clients daily. This is a hard requirement and will be assessed live during interviews.Demonstrated reliability on a fixed early schedule — punctuality at 3–5 AM is non-negotiable.Remote/Early-Shift RequirementsDedicated, quiet home workspace for early-shift hoursReliable fibre internet (50 Mbps+) with mobile failover.BenefitsFun team activities every month to build strong bonds.In case you want to attend to the office, we're located in a great area, with plenty to enjoy nearby (El Golf, Las Condes).Snacks and drinks are always stocked in the office.Weekly team lunches to recharge and connect.You’ll work closely with high-caliber US-based companies.Comprehensive health and dental insurance to keep you covered.Wellness reimbursement.Originally posted on Himalayas