L2 Helpdesk Technician

About the role

We are seeking a proactive L2 Helpdesk Technician to join our hybrid team in Santiago. You will serve as the second‑tier escalation point for our European client base, handling remote infrastructure issues, security triage, and compliance checks.

Key responsibilities

• Own escalated tickets from start to finish, providing clear communication and documentation.
• Perform remote remediation, scripted fixes, patch management, and agent health monitoring using Datto RMM and Autotask.
• Administer Microsoft 365 and Entra ID services, including user lifecycle, Exchange Online, SharePoint/OneDrive permissions, and basic Conditional Access.
• Evaluate and process application elevation requests in a zero‑trust environment (ThreatLocker), escalating policy exceptions as needed.
• Identify out‑of‑compliance requests and route them appropriately rather than bypassing controls.
• Respond to alerts from the security stack (EDR/MDR, email security, identity threat detection) at the triage level, containing incidents when runbooks allow.
• Create and maintain clear ticket notes, knowledge‑base articles, and client‑facing summaries.
• Hand off open tickets to the US team at shift end.

Required profile

• Minimum 2 years experience in an MSP or multi‑client IT support environment, with at least 1 year at an L2/escalation level.
• Strong knowledge of Windows 10/11 administration, Microsoft 365/Entra ID, Active Directory, DNS, DHCP, VLANs, VPN, and firewall concepts.
• Hands‑on experience with an RMM/PSA toolset (Datto RMM and Autotask preferred).
• Working understanding of security principles such as least privilege, application allow‑listing, and compliance frameworks.

Required skills

• Windows 10/11
• Microsoft 365
• Entra ID
• Active Directory
• DNS
• DHCP
• VLANs
• VPN
• Firewall concepts
• Datto RMM
• Autotask
• ThreatLocker
• EDR/MDR alert handling

What we offer

• Permanent contract with a fixed early‑day schedule (shift ends by early afternoon year‑round).
• Hybrid work model – office presence combined with remote work.
• Opportunity to work with European clients and collaborate with a US team.