IT Support Level 2 – Remote Technical Support

About the role

We are seeking an experienced IT Support Level 2 professional to deliver high‑quality remote technical assistance to a diverse client base. You will work closely with senior engineers, handling complex issues across multiple technologies while maintaining clear communication with users.

Key responsibilities

• Provide remote technical support and resolve user issues, handling service‑desk requests that require advanced IT expertise.
• Act as an escalation point for Level 1 and Level 2 tickets, triaging, prioritising, and managing incoming tickets efficiently.
• Document repeatable tasks, contribute to knowledge bases, and support internal IT tools, system migrations and ongoing improvements.
• Escalate complex problems to Level 3 engineers with complete and accurate information.
• Maintain accurate technical documentation and assist with quality‑assurance initiatives.

Required profile

• Strong hands‑on experience with Microsoft 365 services and tenant administration.
• Proven ability to support Windows and macOS desktops, Windows Server, and networking environments.
• Experience with PowerShell scripting, RMM tools, and ticketing/PSA platforms.
• Excellent written communication skills and a collaborative mindset.

Required skills

• Microsoft 365 (Exchange, SharePoint, Teams, Entra, Office apps)
• Microsoft 365 tenant administration, security, conditional access, user management
• Microsoft 365 endpoint management
• Mail flow and DNS filtering administration
• Windows desktop OS and macOS support, upgrades, migrations
• Windows Server administration and configuration
• PowerShell and Windows command‑line scripting
• RMM tools (ConnectWise Automate, ScreenConnect)
• Ticketing/PSA systems (Zendesk, Halo PSA)
• Remote PC hardware support (Dell, HP)
• IP telephony solutions (3CX, Microsoft Teams)
• Domain and website hosting
• Networking (LAN, IP addressing, DNS, switches, routers, firewalls)
• UniFi and WatchGuard environments
• Business software (Adobe Acrobat, Sage)
• Anti‑malware solutions (Bitdefender, Microsoft Defender)
• Backup solutions (Acronis)
• Documentation platforms and knowledge bases

What we offer

• Fully remote work environment
• Stable, long‑term collaboration with clear responsibilities
• Structured workflows and training/onboarding support
• Opportunity to work with international teams and modern tools