Helpdesk Technician

Position Overview

We are looking for a Service Desk Technician with strong Tier 1 and developing Tier 2 skills to provide remote IT support across multiple client environments.

The ideal candidate has strong troubleshooting skills, excellent English communication, and preferably 2–4+ years of IT support experience, with previous MSP or multi-client support experience.

Key Responsibilities

• Provide remote Tier 1/Tier 2 technical support to end users.
• Troubleshoot Windows desktops/laptops, applications, peripherals, and basic network issues.
• Support Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Entra ID.
• Handle password resets, MFA, user accounts, and basic Microsoft 365 administration.
• Manage user onboarding and offboarding.
• Monitor and manage support tickets using PSA/ticketing systems such as Autotask.
• Use RMM tools such as Datto RMM/Kaseya for endpoint monitoring and troubleshooting.
• Perform basic cybersecurity troubleshooting and escalate security incidents when needed.
• Troubleshoot basic networking, Wi-Fi, VPN, DNS, and DHCP issues.
• Provide basic VoIP support, preferably with RingCentral.
• Maintain accurate ticket documentation and client technical records.
• Escalate complex technical issues appropriately.

Requirements

• 2–4+ years of professional IT support experience.
• Strong Tier 1/Tier 1.5 or Tier 2 troubleshooting skills.
• Experience supporting Windows 10/11 and Microsoft 365.
• Knowledge of basic networking, TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Experience with ticketing/PSA and RMM platforms.
• Strong written and spoken English communication skills.
• Ability to troubleshoot independently and manage multiple client requests.
• Strong documentation and organizational skills
• Previous MSP or multi-client IT support experience is preferred.

Preferred Experience

• Autotask PSA
• Datto RMM / Kaseya
• Microsoft Entra ID
• Ubiquiti UniFi
• RingCentral / VoIP
• EDR and cybersecurity platforms
• Microsoft Intune / Defender
• Basic PowerShell
• Google Workspace