L2 Technical Support

Job Title: L2 Technical Support

About the Client: is a U.S.‑based managed IT services and technology solutions company. It helps small and medium‑sized businesses improve and secure their IT operations through proactive support, cybersecurity, cloud services, automation, and consulting — going beyond basic tech support to make IT a strategic asset for growth and productivity.

Overview: Handles advanced IT support, troubleshooting hardware/software issues, performing root cause analysis, and escalating complex cases. They monitor systems, apply updates, support servers, networks, and virtualization, and maintain documentation. Requires experience with Microsoft tools (O365, Azure, AD), networking, virtualization, and IT support processes (ITIL, ticketing).

Responsibilities:

• Provide frontline support for both hardware and software issues via telephone or remote assistance in a timely manner
• Root cause analysis for end user problems
• Escalating technical support issues internally and externally with manufacturers (Microsoft, Dell).
• Working remotely with OEM support teams to coordinate and complete repairs.
• Monitoring client IT systems Up/Down alerts. Respond within SLA to 'outage' events.
• Perform Windows OS patching and security updates as assigned.
• Create Technical Documentation and Knowledge Base articles for common troubleshooting and resolutions.
• Perform routine testing of systems with documentation
• Conduct regular audits for system access and monitoring applications
• Attend and contribute to weekly internal meetings.
• Set quarterly ROCKs and meet deadlines for tasks provided.

Assist with monitoring security alerts and escalate as needed.

Qualifications:

• Business application support (Microsoft Office, Outlook, Office 365, Azure, etc.)
• Troubleshooting Citrix/RDS and LAN/WAN connectivity issues
• Active Directory and Microsoft Exchange Online administration
• Administration experience for Windows Server and Hyper-V console
• Working knowledge of server virtualization technologies (VMware & Hyper-V)
• Mobile device support experience (iOS & Android)
• ConnectWise Manage/Automate systems
• ITIL Support principles for Ticketing, Triage, and Problem Resolution
• Basic understanding of identifying phishing emails and related security alerts

Schedule: Night Shift (EST)

Setup: Remote

Why Join STAFFVIRTUAL ?

HMO Day 1 + FREE dependent coverage

De minimis and allowances

Attendance bonus

Paid time offs

Company-provided work setup (laptop, monitor, accessories)

Training, career growth, and global exposure

A collaborative and supportive team culture

If you're a motivated