Remote Technical Support Specialist Level 2&3

The Hello Team is hiring a Remote Technical Support Specialist Level 2&3 to provide advanced technical assistance and ensure smooth operation of IT systems. The role involves resolving Level 1 escalations, supporting various client environments, maintaining documentation, verifying backups and antivirus systems, and assisting with user management processes.

• Proficient level of English (written and spoken).
• Excellent written and verbal communication skills; able to communicate effectively and professionally with both technical and non-technical English-speaking clients.
• Associate degree in IT, Computer Science or equivalent experience.
• Certifications preferred such as CompTIA A+, Network+, Microsoft 365 Fundamentals.
• 1-2 years of IT support or help desk experience, preferably in a Managed Service Provider (MSP) or fast-paced IT services environment.
• Demonstrated experience supporting multiple clients and environments remotely.
• Solid understanding of Windows 10/11, Windows Server, Office 365, Active Directory and general networking concepts.
• Experience with RMM or PSA tools such as Datto, ConnectWise, NinjaOne or similar.
• Proficient in Microsoft 365 and Google Workspace administration.
• Familiar with VPNs, DNS, DHCP, IP configuration and VoIP technologies.
• Comfortable using remote support tools such as TeamViewer, Splashtop or AnyDesk.
• Strong troubleshooting and analytical skills with a proactive and detail-oriented approach.
• Ability to multitask, prioritize effectively, and stay calm under pressure.
• Self-starter capable of working independently and following procedures.
• Out-of-the-box thinker, highly adaptable, reliable, self-motivated, and confident approach.
• Positive attitude and the ability to learn and adapt quickly.
• Ability to understand and follow established processes accurately with minimal supervision.
• Ability to work U.S. Eastern Time (New York) business hours and adapt to business needs.
• Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet.

• Respond to and resolve Level 1 and Level 2 IT support tickets related to software, hardware, and network issues.
• Act as the first line of support for client technical issues via remote access, phone, or ticket system.
• Provide support for Windows desktops, Windows Server, Microsoft 365, Google Workspace, DNS, DHCP, and related systems.
• Respond to alerts from RMM tools; investigate and remediate low-complexity issues.
• Troubleshoot and resolve common user issues including desktop performance, connectivity, printers, and email.
• Manage and document support tickets using internal ticketing systems, ensuring accuracy and completeness.
• Maintain and update internal IT documentation, system procedures, passwords, and asset inventory.
• Assist in onboarding/offboarding processes including account setup, permissions, and hardware coordination.
• Ensure clear, timely, and professional communication with clients throughout the support process.
• Escalate complex issues to Level 3 teams with detailed documentation and diagnostics.
• Collaborate with other IT staff and contribute to continuous improvement of support processes and tools.
• Perform other duties related to the position as assigned.