Level 2 – IT Support Technician (Client Facing)

Working Schedule: Monday – Friday (Pacific Standard Time) Working Arrangement: Fully Remote Salary: $1,600 - $1,800 Employer: MSP company located in California Overview We are growing our team and looking for a client-focused Level 2 IT Support Technician who has broad general IT support experience and is comfortable being on the phone for most of their shift. This role is ideal for a fresh L2 who may still be developing technically but excels in communication, documentation, and customer interaction. This position serves as the first point of contact for users and is well-supported by a highly experienced senior team for escalations and ongoing learning. Key Responsibilities Answer incoming support calls and serve as the first point of contact for IT issues and service requests Communicate clearly and confidently with users to understand problems, gather details, and set expectations Troubleshoot and resolve software, hardware, and basic network issues via phone, email, or chat Walk users through step-by-step troubleshooting and explain solutions in a clear, user-friendly manner Create, update, and manage support tickets in Halo with accurate and detailed documentation Record all customer interactions, troubleshooting steps, and resolutions clearly for escalation and future reference Perform routine IT tasks such as user account management, password resets, software installations, and new user setups Assist with configuring, updating, and troubleshooting laptops, desktops, and peripherals Review monitoring alerts and tickets using NinjaRMM and address potential issues proactively Identify issues that require escalation and collaborate with senior engineers to resolve them Work closely with a highly experienced IT team and leverage available resources when troubleshooting complex issues Required Skills & Qualifications Excellent verbal and written communication skills; able to engage confidently with non-technical users Comfortable handling phone-based support for a significant portion of the workday Strong customer service mindset with patience, empathy, and professionalism Solid working knowledge of Windows and macOS environments Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint basics) Understanding of basic networking concepts such as VPN, DNS, and DHCP Familiarity with remote support tools such as TeamViewer, AnyDesk, or LogMeIn (NinjaRMM preferred) Basic VoIP experience is a plus, with Teams Voice preferred Strong problem-solving skills and ability to work independently while knowing when to escalate Detail-oriented with strong documentation and note-taking habits 2–3 years of experience in helpdesk or technical support Associates degree in IT or related field, or relevant certifications such as CompTIA A+