The L2 Helpdesk Engineer is a responsive technical support resource specializing in promptly addressing technical difficulties reported by end users.


    • Provide support to end users for computer, application, system, device, access, and hardware issues.
    • Identify, research, and resolve technical problems of moderate complexity.
    • Respond to telephone, email, and online requests for technical support.
    • Document, track, and monitor problems using applicable systems and tools.
    • Collaborate with other teams or departments to resolve user problems as needed.
    • Prioritize technical issues, manage assigned tasks, and document time spent and resolutions.
    • Demonstrate patience in explaining causes and solutions to end users.


    • Minimum of three years of helpdesk or field-onsite technical support experience providing end-to-end network support services to small and medium-sized businesses, preferably in a Managed Services (MSP) environment.
    • Experience with Microsoft technologies, including client operating systems, server operating systems, Exchange, Terminal Services, Small Business Server, Office 365, OneDrive, and SharePoint.
    • Familiarity with Active Directory and new user creation.
    • Ability to install, upgrade, and troubleshoot Windows 7 and Windows 10 operating systems in domain and workgroup environments, including user and PC migrations, applications, and hardware replacement and troubleshooting. Proficient with Linux OS (Debian, Ubuntu, FreeBSD, CentOS, etc.).
    • Experience with wired and wireless networks and basic networking protocols, including DNS, DHCP, VPNs, and WAN/LAN TCP/IP.
    • Familiarity with Telephony VoIP technologies (FreeSWITCH, Yealink, Grandstream, Fanvil) and troubleshooting using industry toolsets (Wireshark, PCap, etc.).
    • Experience with ISP circuits and firewalls (Fortinet, Ubiquiti, pfSense).
    • Additional experience with Mac, Kaseya, ConnectWise, Fortinet, pfSense, Unifi, and FreeSWITCH is a plus.
    • Knowledge of security software for virus protection, spyware, malware, and spam.
    • Experience supporting mobile devices.
    • Proficiency in IT support delivery through remote support tools.
    • Ability to quickly adapt to new technologies.


    • Should be willing to accept a long-term work-from-home arrangement.
    • Should be amenable to a permanent night shift schedule.
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