L2 Helpdesk Technician

About the role

We are seeking a Level‑2 Helpdesk Technician to serve as the escalation point for our service desk. You will work remotely on our RMM platform, support US‑based clients in real‑time, and act as a frontline checkpoint for security and compliance.

Key responsibilities

• Own escalated tickets end‑to‑end: troubleshoot, resolve, document and communicate with clients.
• Use Datto RMM and Autotask for remote remediation, scripted fixes, patching and monitoring.
• Administer Microsoft 365 and Entra ID (user lifecycle, Exchange Online, SharePoint/OneDrive permissions, Conditional Access basics, Intune).
• Evaluate and approve application requests in a zero‑trust environment (ThreatLocker) and flag out‑of‑policy actions.
• Respond to alerts from the security stack (EDR/MDR, email security, identity threat detection) at the triage level.
• Write clear ticket notes, knowledge‑base articles and client‑facing summaries.
• Hand off tickets cleanly to US‑based team members at shift end.

Required profile

• 2+ years in an MSP or multi‑client IT support environment, with at least 1 year at L2/escalation level.
• Strong knowledge of Windows 10/11, Microsoft 365/Entra ID, Active Directory, DNS, DHCP and core networking (VLANs, VPN, firewall concepts).
• Hands‑on experience with an RMM/PSA toolset (Datto RMM and Autotask preferred; ConnectWise, NinjaOne acceptable).
• Understanding of security concepts such as least privilege, application allow‑listing, phishing and identity attack patterns.
• Exceptional written and spoken English for daily communication with US clients.
• Reliability for a fixed late‑shift schedule starting at 2 PM CST.

Required skills

• Windows 10/11 administration
• Microsoft 365 and Entra ID
• Active Directory
• DNS and DHCP
• VLAN, VPN and firewall concepts
• Datto RMM
• Autotask PSA
• ConnectWise or NinjaOne (optional)
• ThreatLocker application control
• EDR/MDR alert handling

What we offer

• Monthly team activities and weekly lunches
• Snacks and drinks stocked in the office
• Comprehensive health and dental insurance
• Wellness activity reimbursement
• Opportunity to work with high‑caliber US‑based companies