L2 Technical Support

Job Title: L2 Technical SupportAbout the Client: is a U.S.‑based managed IT services and technology solutions company. It helps small and medium‑sized businesses improve and secure their IT operations through proactive support, cybersecurity, cloud services, automation, and consulting — going beyond basic tech support to make IT a strategic asset for growth and productivity.Overview: Handles advanced IT support, troubleshooting hardware/software issues, performing root cause analysis, and escalating complex cases. They monitor systems, apply updates, support servers, networks, and virtualization, and maintain documentation. Requires experience with Microsoft tools (O365, Azure, AD), networking, virtualization, and IT support processes (ITIL, ticketing).Responsibilities:Provide frontline support for both hardware and software issues via telephone or remote assistance in a timely mannerRoot cause analysis for end user problemsEscalating technical support issues internally and externally with manufacturers (Microsoft, Dell). Working remotely with OEM support teams to coordinate and complete repairs.Monitoring client IT systems Up/Down alerts. Respond within SLA to 'outage' events.Perform Windows OS patching and security updates as assigned.Create Technical Documentation and Knowledge Base articles for common troubleshooting and resolutions.Perform routine testing of systems with documentationConduct regular audits for system access and monitoring applicationsAttend and contribute to weekly internal meetings. Set quarterly ROCKs and meet deadlines for tasks provided. Assist with monitoring security alerts and escalate as needed.Qualifications:Business application support (Microsoft Office, Outlook, Office 365, Azure, etc.)Troubleshooting Citrix/RDS and LAN/WAN connectivity issuesActive Directory and Microsoft Exchange Online administrationAdministration experience for Windows Server and Hyper-V consoleWorking knowledge of server virtualization technologies (VMware & Hyper-V)Mobile device support experience (iOS & Android)ConnectWise Manage/Automate systemsITIL Support principles for Ticketing, Triage, and Problem ResolutionBasic understanding of identifying phishing emails and related security alertsSchedule: Night Shift (EST)Setup: RemoteWhy Join STAFFVIRTUAL?Competitive compensation and benefits packageHMO Day 1 + FREE dependent coverageDe minimis and allowancesAttendance bonusPaid time offsCompany-provided work setup (laptop, monitor, accessories)Training, career growth, and global exposureA collaborative and supportive team cultureIf you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, we’d love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL!Originally posted on Himalayas