IT Engineer L2

Job Description

This is a remote position.

Schedule :   Sunday to Thursday or Saturday to Thursday, 7 : 00 AM – 8 : 00 PM weekdays, 8 : 00 AM – 5 : 00 PM weekends | Florida (Central Time)

Responsibilities :

Provide technical support to 1,200 sales agents and supervisors in a fast-paced call center environment via phone and other remote support channels

Set up and configure desktop computers, workstations, and headsets

Troubleshoot and resolve issues with desktops, applications, VoIP / phone systems (including Nice CXone), and communication platforms

Troubleshoot network connectivity issues and escalate as needed

Handle password reset requests, user account issues, and access management

Assist with onboarding and offboarding, including account setup and equipment provisioning

Collaborate with vendors and service providers for escalated support and repairs

Document all support requests, resolutions, and system changes in the helpdesk / ticketing system

Provide Level 1.5 to Level 2 technical support during assigned shifts

Work extended hours, including 7 am–8 pm, Monday–Friday coverage

Provide weekend support coverage from 8 am–5 pm

Maintain high-quality customer service standards

Escalate complex technical issues to higher-level engineers when needed

Requirements

Deliver Level 2 technical support (not entry-level), escalating to Level 3 when necessary

At least 3+ Years of experience as a level 2 support

Experience with ConnectWise Manage, Automate, or Datto solutions is a plus.

Ideally, prior experience supporting US-based clients in a Managed Services Provider (MSP) environment.

Strong customer service orientation and excellent communication skills

Proficiency with Windows OS, Microsoft Office Suite, and remote desktop tools

Experience with desktop support, application troubleshooting, and basic networking concepts

Knowledge of Active Directory preferred

Experience with Nice CXone or other call center phone systems is a plus

Ability to work non-standard hours, including weekends

Clear, professional English communication skills (neutral or Western-accented English preferred).

Reliable internet connection and dedicated workspace

Willingness to work on company-provided secure equipment with VPN and security tools

Must have a quiet, interruption-free home workspace with sufficient power backup, an internet bandwidth of at least 25 Mbps down / 10Mbps up, and latency under 100ms to US servers.

Scope :

Remote work arrangement with company-provided equipment

Long-term career growth opportunities within the organization

Potential advancement to higher technical levels based on performance

Working with an established MSP serving clients across multiple industries

Benefits

Independent Contractor Perks

• HMO Coverage for eligible locations
• Permanent work from home
• Immediate hiring

ZR_26932_JOB

Requirements

Deliver Level 2 technical support (not entry-level), escalating to Level 3 when necessary At least 3+ Years of experience as a level 2 support Experience with ConnectWise Manage, Automate, or Datto solutions is a plus. Ideally, prior experience supporting US-based clients in a Managed Services Provider (MSP) environment. Strong customer service orientation and excellent communication skills Proficiency with Windows OS, Microsoft Office Suite, and remote desktop tools Experience with desktop support, application troubleshooting, and basic networking concepts Knowledge of Active Directory preferred Experience with Nice CXone or other call center phone systems is a plus Ability to work non-standard hours, including weekends Clear, professional English communication skills (neutral or Western-accented English preferred). Reliable internet connection and dedicated workspace Willingness to work on company-provided secure equipment with VPN and security tools Must have a quiet, interruption-free home workspace with sufficient power backup, an internet bandwidth of at least 25 Mbps down / 10Mbps up, and latency under 100ms to US servers.