Remote IT Technician Level 2

Job Title: Technical Support Specialist Level 2 Job Summary:We are seeking a skilled and reliable Technical Support Specialist Level 2 to provide advanced technical assistance and ensure the smooth operation of IT systems. This role is responsible for resolving Level 1 escalations, supporting various client environments, maintaining documentation, verifying backups and antivirus systems, and assisting with user management processes. The ideal candidate demonstrates a blend of technical expertise, strong organizational skills, and a professional, service-oriented demeanor. Key Responsibilities: Respond to and resolve Level 1 and Level 2 IT support tickets related to software, hardware, and network issues. Act as the first line of support for client technical issues via remote access, phone, or ticket system. Provide support for Windows desktops, Windows Server, Microsoft 365, Google Workspace, DNS, DHCP, and related systems. Respond to alerts from RMM tools; investigate and remediate low-complexity issues. Troubleshoot and resolve common user issues including desktop performance, connectivity, printers, and email. Manage and document support tickets using internal ticketing systems, ensuring accuracy and completeness. Maintain and update internal IT documentation, system procedures, passwords, and asset inventory. Assist in onboarding/offboarding processes including account setup, permissions, and hardware coordination. Ensure clear, timely, and professional communication with clients throughout the support process. Escalate complex issues to Level 3 teams with detailed documentation and diagnostics. Collaborate with other IT staff and contribute to continuous improvement of support processes and tools. Qualifications & Requirements: Advanced English Level. Excellent written and verbal communication skills; able to communicate effectively and professionally with both technical and non-technical English-speaking clients. Associate degree in IT, Computer Science or equ