{"id":3689307,"url":"https://alion.io/job/the-hello-team-remote-it-technician-level-2","title":"Remote IT Technician Level 2","company":{"id":3855271,"name":"The Hello Team","domain":"thehelloteam.com","url":"https://alion.io/company/the-hello-team","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-11-03T16:01:32Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-09T08:50:30Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Job Title: Technical Support Specialist Level 2\nJob Summary:\n We are seeking a skilled and reliable Technical Support Specialist Level 2 to provide advanced technical assistance and ensure the smooth operation of IT systems. This role is responsible for resolving Level 1 escalations, supporting various client environments, maintaining documentation, verifying backups and antivirus systems, and assisting with user management processes. The ideal candidate demonstrates a blend of technical expertise, strong organizational skills, and a professional, service-oriented demeanor.\nKey Responsibilities:\nRespond to and resolve Level 1 and Level 2 IT support tickets related to software, hardware, and network issues.\nAct as the first line of support for client technical issues via remote access, phone, or ticket system.\nProvide support for Windows desktops, Windows Server, Microsoft 365, Google Workspace, DNS, DHCP, and related systems.\nRespond to alerts from RMM tools; investigate and remediate low-complexity issues.\nTroubleshoot and resolve common user issues including desktop performance, connectivity, printers, and email.\nManage and document support tickets using internal ticketing systems, ensuring accuracy and completeness.\nMaintain and update internal IT documentation, system procedures, passwords, and asset inventory.\nAssist in onboarding/offboarding processes including account setup, permissions, and hardware coordination.\nEnsure clear, timely, and professional communication with clients throughout the support process.\nEscalate complex issues to Level 3 teams with detailed documentation and diagnostics.\nCollaborate with other IT staff and contribute to continuous improvement of support processes and tools.\n\nQualifications & Requirements:\nAdvanced English Level.\nExcellent written and verbal communication skills; able to communicate effectively and professionally with both technical and non-technical English-speaking clients.\nAssociate degree in IT, Computer Science or equivalent experience.\nCertifications preferred such as CompTIA A+, Network+, Microsoft 365 Fundamentals.\n1-2 years of IT support or help desk experience, preferably in a Managed Service Provider (MSP) or fast-paced IT services environment.\nDemonstrated experience supporting multiple clients and environments remotely.\nSolid understanding of Windows 10/11, Windows Server, Office 365, Active Directory and general networking concepts.\nExperience with RMM or PSA tools such as Datto, ConnectWise, NinjaOne or similar.\nProficient in Microsoft 365 and Google Workspace administration.\nFamiliar with VPNs, DNS, DHCP, IP configuration and VoIP technologies.\nComfortable using remote support tools such as TeamViewer, Splashtop or AnyDesk.\nStrong troubleshooting and analytical skills with a proactive and detail-oriented approach.\nAbility to multitask, prioritize effectively, and stay calm under pressure.\nSelf-starter capable of working independently and following procedures.\nWillingness to work standard U.S. business hours with flexibility if needed.\nTwo monitors and a high-speed fiber connection or Starlink internet.\n\nCompensation & Benefits:\n100% remote work.\nCompensation in USD.\nFull-time position with 40 hours per week.\nGreat work environment with potential for 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