Level 2 IT Support Technician

OVERVIEW We are recruiting on behalf of our client for a Level 2 IT Support Technician. Our client is a US-based organization seeking an experienced technician to handle escalated support tickets and provide reliable, professional IT assistance to their team. This is a fully remote, full-time position requiring availability during US Eastern Standard Time (EST) business hours , and is well suited to a self-directed professional who can manage complex technical issues independently and communicate confidently with end users. KEY RESPONSIBILITIES Resolve escalated Level 2 hardware, software, network, and system issues, with occasional involvement in Level 3 support tasks Administer and support Microsoft 365 services including Outlook, Teams, SharePoint, and Exchange Online Manage user accounts, permissions, and Group Policy through Active Directory and Azure/Entra ID Troubleshoot network-related issues involving TCP/IP, DNS, DHCP, VPNs, and firewalls Manage and support endpoints using Microsoft Intune, including device enrollment and endpoint security Log, track, and resolve support tickets accurately using ITSM platforms such as ConnectWise, Autotask, or ServiceNow Deliver professional remote support to international end users, maintaining clear and timely communication throughout REQUIREMENTS Matric (Grade 12) as a minimum; a National Diploma or relevant NQF Level 6 qualification in Information Technology is advantageous 3–5 years of experience in IT support, with demonstrated Level 2 troubleshooting ability Solid working knowledge of Microsoft 365, Active Directory, and Windows environments Proven experience supporting users remotely and managing tickets within a structured support environment CompTIA Network+, Microsoft certifications (such as MS-900, AZ-900, or MD-102), or equivalent industry certifications preferred Excellent spoken and written English, with the ability to communicate technical information clearly to non-technical users PREFERRED EXPERIENCE Hands-on experience with Microsoft Intune and endpoint security management Prior exposure to Level 3 support tasks or junior systems administration responsibilities Experience working with US or UK clients in a remote staffing or managed services environment Familiarity with ITSM platforms, particularly ConnectWise, Autotask, or ServiceNow KEY COMPETENCIES Strong communication skills High attention to detail Strong organisational skills Ability to work independently Professionalism and reliability Originally posted on Himalayas