Senior IT Helpdesk Technician L2

• 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

• Provide support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting

• Document all cases clearly and accurately within the company’s ticketing platform (ServiceNow, Jira, Zendesk, or similar)

• 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.

Required Qualifications:

• 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 without prompting.
• Strong, professional English communication skills - both written and verbal. Must be comfortable working directly with US-based end users and stakeholders.
• 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.

Preferred Qualifications

• Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified: Modern

Desktop Administrator, Azure Administrator Associate, or Apple Certified Support

Professional.

• Experience supporting a US-based media, publishing, or events company.
• Exposure to basic networking (VPN, Wi-Fi, firewalls) and endpoint security tools.
• Experience building dashboards or reports from ticketing system data.