Job Summary
We are seeking an experienced Level 2 IT Support Technician to join our team supporting a fast-paced retail environment. This role requires deep technical expertise, excellent communication skills, and a customer-first mindset. You will serve as a senior-level support resource, handling advanced technical issues, remotely assisting users in real time, and ensuring timely resolutions. While primarily focused on Level 2 issues, you may also be asked to assist with escalations, backfill tickets, or support Level 1 tasks when needed.
This position will begin on a part-time basis and offers the opportunity to expand into a full-time role as we continue to grow with new customer engagements. Exceptional performance, reliability, and customer satisfaction will directly influence the ramp-up of hours and responsibilities.
Key Responsibilities
Act as the primary point of contact for technical support requests via phone, email, and ticketing system.
Diagnose and resolve Level 2 hardware, software, and networking issues with a strong focus on root-cause resolution.
Provide advanced support for routers, access points, sensors, racks, servers, workstations, and kiosks.
Troubleshoot and support enterprise solutions including Office 365, Google Workspace, Exchange, and mobile device integrations.
Configure, maintain, and troubleshoot desktops, laptops, Macs, mobile devices, and enterprise printers.
Manage user accounts, permissions, onboarding/offboarding, and Active Directory tasks.
Resolve security-related issues, monitor network activity, and apply the latest security protocols.
Leverage modern RMM tools to remotely monitor, troubleshoot, and resolve issues.
Document solutions, processes, and resolutions in the ticketing system.
Support and train end-users with patience, professionalism, and clear communication.
Preferred Additional Experience
Troubleshooting credit card terminals and POS systems.
Working with multifunctional enterprise printers and kiosks.
Supporting both PC and Mac environments.
Required Qualifications
5+ years of experience in a Service Desk / Help Desk support role with increasing responsibility.
Must be fluent in English (written and verbal)
Proficiency with RMM and ticketing systems.
Strong expertise in Windows, macOS, mobile device management, and enterprise printer troubleshooting.
Experience with Microsoft Server, Active Directory, networking, and infrastructure support.
Proven ability to work independently, prioritize under pressure, and deliver exceptional customer service.
Strong documentation and process discipline.
Job Type: Contract
Pay: $7.00 - $9.00 per hour
Expected hours: 20 – 30 per week
Work Location: Remote
