IT Support Technician (Level 1‑2) – Remote

About the role

We are looking for an IT Support Technician to provide responsive remote support across multiple client environments. You will own day‑to‑day service tickets, resolve common endpoint and account issues, perform routine Microsoft 365 and Google Workspace administration, and document escalations.

Key responsibilities

• Receive, prioritize, troubleshoot, document, and resolve support requests through ConnectWise PSA/RMM ticketing system.
• Administer routine Microsoft 365 and Google Workspace tasks such as user onboarding/offboarding, license assignments, MFA support, and shared resources.
• Troubleshoot Windows 10/11 desktops, Microsoft Office apps, peripherals, software installations, and performance issues.
• Support basic Windows Server and Active Directory tasks, including user accounts, group membership, and file‑share access.
• Diagnose connectivity problems (Wi‑Fi, VPN, DNS, DHCP, internet access) and assist with printer installation and troubleshooting.
• Monitor RMM alerts, backup notifications, and endpoint protection alerts, taking approved actions and escalating failures.

Required profile

• 2–4 years of hands‑on IT support experience, preferably in an MSP or service‑desk environment.
• Strong written and verbal English fluency.
• Ability to manage concurrent tickets, meet response targets, and explain technical issues clearly to non‑technical users.

Required skills

• ConnectWise RMM and ConnectWise PSA (preferred).
• Microsoft 365 administration.
• Google Workspace administration.
• Windows 10/11 desktop troubleshooting.
• Windows Server and Active Directory basics.
• IP addressing, DNS, DHCP, Wi‑Fi and VPN troubleshooting.
• Basic PowerShell scripting (optional).