T2 Help Desk | MSP Level 2 Technician

We are a Managed Service Provider (MSP) founded in 2006, located in New Jersey (USA). Historically we outsourced our helpdesk to a Master MSP and have been transitioning to an overseas Philippines-based team. To learn about us, visit https://www.blueclone.com

** Please carefully follow the Apply Instructions at the end to be considered. **


POSITION SUMMARY
As a remote L2/Tier 2 Helpdesk Technician, you would be responsible for working closely with our clients, providing advanced Level 1 & Level 2 IT knowledge, tools, and problem-solving skills to determine, diagnose, and solve all IT-related issues. You would assist end-users and/or other technicians (if co-managed). You will collaborate and work alongside our existing outsourced helpdesk team (ConnectWise) for now. This is a fully remote position, Monday through Friday ranging from 6:30am to 3:00pm OR 9:00am to 5:30pm EST, observing a USA holiday schedule.

Typical helpdesk work, occasional projects, server migrations, and automation; are some examples of the work experience you’ll gain. There are plenty of opportunities to bring helpful ideas and creativity to this collaborative team-based environment and grow within the company. You will provide technical, user-friendly solutions to end-user requests such as:

- Business Application support including M365
- Email issues including O365 & Google
- Firewall configuration changes
- Password Resets & MFA setup
- PC Troubleshooting & Performance Issues
- Printer & Scanning Issues
- Remote connection & VPN troubleshooting

This position would require you to be on the phone and work remotely with clients, and the ConnectWise helpdesk + NOC for most of the day. Your English writing and speaking skills MUST be excellent.

The Tools that will be used to complete the job are as follows:
1. ConnectWise Manage PSA – Ticket & Time tracking
2. ConnectWise RMM – Endpoint Monitoring & Management, Scripting + Automation
3. Domotz – Network Discovery
4. IT Glue – Documentation and procedures
5. Microsoft 365 Admin Portals (including Entra/Azure, Teams, SharePoint)
6. Cloud Radial – Client Portal
7. Vendor-Specific Portals (Email Filter, Backup, VoIP, Firewalls, Etc)
8. Security - Todyl, Sophos & Sonicwall
9. Ubiquiti Cloud Servers


POSITION REQUIREMENTS
- Proven Experience as a Technical Support Representative or relevant position
- Excellent written and verbal communication skills in English
- Excellent organizational and time-management skills
- Ability to Prioritize multiple tasks effectively
- Ability to work independently and in a team environment
- Attention to detail and ability to follow instructions precisely
- In-depth understanding of diverse computer systems and networks
- Good knowledge of Internet security and data privacy principles
- Ensure security and privacy of networks and computer systems
- Maintain records of support interactions & time spent in ConnectWise

REQUIRED SKILLS
- Experience with Active Directory & Azure AD Management
- Experience with Microsoft 365 (including Exchange, SharePoint & MS Teams)
- Experience with Microsoft Azure including Networking, Virtual Machines & Azure AD
- Experience with ConnectWise RMM, ConnectWise Manage & IT Glue

PREFERRED SKILLS
- Technical Support Experience: 2+ Years
- Experience with M365 Admin Centers (MS Teams, Compliance, Intune, EndPoint Manager & Entra)
- Experience with IT documentation platforms (i.e. IT Glue, Confluence, IT Boost)
- Experience working with SonicWall & Sophos Firewalls
- Experience with Google Workspace
- Microsoft, Apple, SonicWall, Cisco, and other IT vendor certifications desirable.
- Previous Connectwise Help Desk experience – Major Plus

ADDITIONAL NOTES
CompTIA A+ certification required within 1 year of hire
Microsoft certification (any 2) required within 1 year of hire

HOME OFFICE REQUIREMENTS
- Dedicated, quiet area to work from
- Newer PC Hardware w/ at least 12GB RAM and i5 processor
- PC must be running Windows 10 or 11 PRO version (for Intune join)
- Noise Cancelling Headset
- Web Cam
- Reliable Internet Speed min 10Mbps
- Mobile Phone (for MFA)
- 100% ready to service clients at start time (PC stable and logged into all applicable portals)

BENEFITS
- Work from Home
- Work/Life Balance
- Be part of an appreciated tight-knit team that values your contribution
- Medical Insurance Reimbursement (after 90 days)
- 13th Month Pay
- PTO (Paid Time Off)
- USA Holidays Off (Paid)


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** TO APPLY FOR THE JOB - ALL 5 STEPS BELOW MUST BE COMPLETED **
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1. You MUST have Level 2 EXPERIENCE

2. PLEASE PROVIDE YOUR RESUME

3. PLEASE SEND VIDEO RECORDING at your work desk,
explaining why you would be a good fit and
SAY OUR COMPANY NAME "Blueclone Networks" in your video

4. PLEASE ANSWER THE FOLLOWING QUESTIONS:
A. What MSP Experience do you have?
B. What MSP tools have you used?
C. Please provide an overview of your experience with M365 and associated apps
and what Office 365 projects have you worked on?

D. What hourly salary rate are you looking for?

5. Send all communication via onlinejobs.ph (not direct email)

*** PLEASE DO NOT APPLY IF YOU DON'T HAVE THE REQUIRED QUALIFICATIONS. ***
*** If the above steps are not completed you will not be considered ***