Level 1/2 Support Technician
DistantJob · Remote
No, 'have you tried turning it off and on again?' is not beneath you here — it's literally step one...
We're looking for a Level 1/2 Support Technician who combines a great attitude with a genuine passion for helping people. This is an entry-level role with constant client interaction, supporting small to mid-sized businesses and keeping their technology running smoothly.
They are a growing Managed Services Provider known for their responsive, people-first approach to IT support. Their clients count on them not just for technical fixes, but for a team that communicates clearly and treats every issue with care.
Attitude and customer service come first. Technical skills and tools can be taught — what matters most is genuinely enjoying helping people, staying calm under pressure, and bringing a strong work ethic. Don't have experience with the exact software listed below? Apply anyway! The one thing we really need is some prior experience in a support/helpdesk role.
Responsibilities
- Be the first point of contact for client issues via phone, email, and automated alerts.
- Triage tickets: identify the problem, assess severity, and escalate when needed.
- Keep clients updated throughout the resolution process — no one likes radio silence.
- Configure and deploy new workstations; migrate data and applications.
- Troubleshoot Windows PCs, servers, and common hardware issues.
- Support Active Directory, DNS, file/folder security, print servers, and certificates.
- Monitor and troubleshoot client LAN environments.
- Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver).
- Document everything in IT Glue — seriously, everything.
Requirements
- 6 months to 1.5 years of experience in a helpdesk or IT support role, ideally at an MSP or in a role supporting multiple clients simultaneously.
- Native English speaker — this is a deal breaker. You'll be on the phone with clients daily and need to communicate clearly and professionally at all times.
- Available to work Monday–Friday, 8 am–5 pm US Pacific Time.
- Proven experience communicating with customers across multiple platforms (phone, email, ticketing systems).
- Hands-on experience with RMM, PSA/ticketing, and documentation platforms (we use NinjaOne, Autotask, and IT Glue).
- Windows OS experience in Workgroup and Domain environments; ability to set up PCs and migrate data.
- Working knowledge of Office 365, Adobe, and common Windows apps.
- Endpoint security and antivirus experience (BitDefender preferred).
- Familiarity with email management platforms like OpenText (AppRiver).
- Hardware troubleshooting at the subassembly level (hard drives, power supplies, GPUs, etc.).
- Windows Server: Active Directory, DNS, file/folder security, certificates, and print servers.
- Virus removal, spam mitigation, and LAN troubleshooting.