Information Technology Support Technician Tier 2 & Tier 3

We are seeking a skilled Remote IT Support Technician Tier 2 & Tier 3 to join our team. This role requires hands-on expertise in routers, DNS's, VPNs, Microsoft 365, and Azure , as well as the ability to troubleshoot and resolve IT issues efficiently. The ideal candidate is proactive, customer-focused, and able to work independently in a remote setting. WE WILL REQUEST A VOICE NOTE FOR THE SCREENING PROCESS. Technical Knowledge & Skills Required: 2+ years of experience in a Help Desk or IT Support role (Level 2 or equivalent) Hands-on experience with Microsoft 365 Administration Working knowledge of Microsoft Azure (Azure AD, VMs, licensing) Experience configuring and maintaining SonicWall firewalls and VPNs Strong understanding of Windows Server administration (2016/2019/2022) Proficiency with DNS (A records, MX, CNAME, TTL, forward/reverse zones) Familiarity with EDR platforms (e.g., SentinelOne, CrowdStrike, Malwarebytes EDR) Experience with BCDR solutions (e.g., Veeam, Datto, Acronis) Excellent documentation and technical writing skills. Fluent English — strong verbal and written communication required Experience with VoIP platforms (e.g., 3CX, RingCentral, Teams Voice) Relevant certifications: CompTIA Network+, Security+, Microsoft (MS-900, AZ-900, MD-102) Experience working in a Managed Service Provider (MSP) environment Soft Skills Required: Excellent troubleshooting, problem-solving, and communication skills. Proactive and organized approach to project management. Ability to work independently and collaboratively in a remote setting. Detail-oriented mindset with a focus on accuracy and quality. Ability to multitask and manage time effectively in a fast-paced environment. Ability to manage multiple projects and meet deadlines. Strong documentation skills and attention to detail. Key Responsibilities: Serve as the Level 2 escalation point for technical issues beyond L1 and L2 scope Administer and troubleshoot Microsoft 365 environments (Exchange Online, Teams, SharePoint, OneDrive, Intune) Manage and support Microsoft Azure services including AD, Virtual Machines, and cloud resources Configure, maintain, and troubleshoot SonicWall firewalls and network security appliances Administer and support Windows Server (Active Directory, Group Policy, DNS, DHCP, File Services) Perform workstation setup, imaging, deployment, and troubleshooting (Windows 10/11) Manage and troubleshoot DNS records and resolution issues Support and deploy EDR (Endpoint Detection & Response) solutions Assist in managing BCDR (Backup, Continuity & Disaster Recovery) platforms and verify backup integrity Assist with VoIP system administration and troubleshooting (a plus) Create and maintain accurate, clear technical documentation , SOPs, and knowledge base articles Communicate effectively with clients in fluent, professional English — both written and verbal Track and manage tickets through the PSA/ticketing system with timely updates