Senior IT Helpdesk Technician L2

The role is for an experienced IT Helpdesk/Support professional responsible for managing tickets, providing technical support for Microsoft 365, Azure AD, Intune, and Apple devices, and collaborating with US-based IT leadership. The position requires strong technical skills, independent work, and excellent communication, primarily supporting end users in a remote environment.

Location: Remote (US)

Responsibilities

• Manage an assigned ticket queue from intake through closure, ensuring SLAs are met.
• Provide L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools.
• Troubleshoot and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune.
• Support Azure AD / Entra ID for identity and device management.
• Administer and troubleshoot Active Directory and Windows Server environments, including user/group management, GPOs, and basic server issues.
• Support macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting.
• Document all cases clearly and accurately within the company’s ticketing platform.
• Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates.
• Proactively follow up with end users on open tickets and ensure timely resolution.
• Identify recurring problems and recommend improvements in processes, documentation, or configuration.
• Maintain and update internal knowledge base articles and end-user documentation.
• Collaborate closely with US-based IT leadership on escalations and larger IT initiatives.

Requirements

• Minimum of 3 years of IT Helpdesk/Technical Support experience, with clear demonstrable experience operating at L2 capacity.
• Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting.
• Strong, professional English communication skills — both written and verbal.
• Reliable availability for a full nightshift schedule aligned to US Pacific Time.
• Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune.
• Solid working knowledge of Active Directory and Windows Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux.
• Practical support experience with macOS and Apple hardware in a business environment.
• Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or Helpdesk applications.
• Strong troubleshooting methodology, ownership mindset, and ability to work with minimal supervision.
• Stable home internet connection and a suitable work-from-home setup.