This is a fully remote position, open to applicants in Florida.

📋 Description

• Address escalated tickets from Level 1 and ensure timely resolution within the established SLA.

• Diagnose issues related to Windows OS, Microsoft 365, email, remote access, and user access.

• Execute standard Active Directory operations, including password resets, unlocks, group memberships, and profile path management.

• Support server-related activities under the supervision of senior engineers.

• Assist users connecting via Remote Desktop Gateway / VPN and troubleshoot session, credential, or MFA-related issues.

• Deploy, configure, and provide support for workstation hardware, approved applications, and peripheral devices.

• Help with patching, updates, and scheduled maintenance tasks as assigned.

• Accurately document tickets, resolutions, and revisions of SOPs in the ticketing system.

⛳️ Requirements

• 2–3+ years of recent experience in providing technical support within an MSP or corporate IT setting.

• Skilled in Windows 10/11 and basic administration of Windows Server (2016 or newer).

• Experience executing common server tasks such as user and group management, shared folder permissions, log reviews, service restarts, and basic troubleshooting of AD/DNS/DHCP issues.

• Working knowledge of Microsoft 365 administration, including license assignments, mailbox management, MFA, and basic Teams/SharePoint functionalities.

• Familiar with Remote Desktop Services / Remote Desktop Gateway, addressing user access issues, session resets, and profile complications.

• Understanding of fundamental networking concepts, including DNS, DHCP, VPN, IP addressing, and basic firewall troubleshooting.

• Proven experience supporting desktops, laptops, printers, mobile devices, and standard business software.

• Excellent customer service, communication, and documentation capabilities.

• Preferred certifications include CompTIA Security+, Network+, Azure Fundamentals, or equivalent (or currently pursuing).

• A valid driver's license may be necessary for onsite client support (if applicable).